[quote]Originally posted by Russ21Atl:
Granted there may be some conflict of sorts between this passenger and DL, but you guys are only getting one side of the story. Of course the side we get puts DL as the bad guy. If someone did post a positive topic about DL, it wouldn't be probably two replies later that a negative comment would be made.
To be fair to Delta, I received EXCEPTIONAL service from an agent in SLC when I booked the initial itinerary on Friday night. I wrote to DL about it and received the following response :
Dear Mr. Mendis:
Thank you for your correspondence relating your recent experience with Delta. We are pleased that you were so favorably impressed with the service you received when making your reservation.
Delta places a high priority on customer satisfaction, and we are fortunate to have personnel who strive for excellence and
professionalism in every area of responsibility. The fine work which earned your positive comments reaffirms our belief that a company is only as good as its people.
Your thoughtfulness in writing means a great deal to us. One of the best ways we have to let our people know their efforts have been
recognized is to share commendations such as yours. I have forwarded your letter to his manager, and a copy will be forwarded to Mr. Winegar. I am sure he will be encouraged by your commendation.
Thank you for choosing Delta. We will always do our best to merit your continued support.
Sincerely,
Debra Roueche
Manager
Customer Care
So please don't get the impression that I am DL-bashing without foundation here. I appreciate good service, but this incident with RPU just came at me out of nowhere and left a bad taste in my mouth. I intend to take it up with Customer Care AFTER I fly my itinerary on November 29, just so that I don't alert them to my new itinerary. I would be more than willing to provide you with my record locators at that time so you can read through the comments she undoubtedly made.
Anyway....I don't want to get chastised by y'all, but these are just my two cents. I am the eighth person from my family to work here, so I am bias somewhat. I also see your side of it too. Heck, I love getting/earning miles too. Who doesn't love upgrades? No one. But, airlines are businesses too.
I know where you are coming from Russ. My dad is the head of Inflight Services at an international carrier and my mom is a former F/A, so I too have the "airline family" feeling in my blood. I troll boards like airliners.net and staunchly try to defend his airline, but sometimes I have learned that the airline really DID do something wrong or at least dumb. I think that this is a case where DL has fallen into that category.
Thanks very much for your post here. It is isolated Delta personnel like you and Brian Winegar (the agent in SLC) that keep urging me to give DL another chance (that and the non-stops from ATL!), but as long as people like JoAnn (or whatever her real name is) at RPU exist, I will happily send my business to NW/CO.
[This message has been edited by B747-437B (edited 11-20-2000).]