Originally Posted by
BenA
The jv2.delta.com return address implies joint venture and makes me think this was probably written on Delta’s behalf by an AF/KL customer service rep. This kind of uncaring, cold phraseology is pretty much par for the course for KLM customer service in particular.
That said, does anyone know the details of this person’s situation? If they elected to cancel themselves rather than waiting for Delta to cancel their flight, they could legitimately not be entitled to a refund, even under European rules.
Not only that, but this is only one portion of the communication. We don't know what came before or after. It seems to be increasingly more common for companies to end negotiation at the very first mention of "my attorney". If this message was in response to something like that, it seems fairly appropriate (though I don't speak German, so I can't judge the tone of the response)