Dear AndyTLe,

Thank you for your e-mail describing the problem you experienced.

We apologize that you experienced a problem on delta.com recently. Our
website development team is dedicated to continuously improving our site
to minimize technical difficulties. When we receive reports like yours,
we use them to pinpoint problem areas and make any necessary
corrections.

I?d like to address the other concerns you expressed. A variety of
factors determine if and when a customer receives an upgrade, including
Medallion status, the fare paid and seat availability. We monitor every
flight carefully to ensure upgrades are provided to our most loyal
members. At the same time, we need to be sure that other customers are
well positioned to purchase these premium seats in order to maintain a
financially viable airline.

Our goal is to make your travel experience as smooth and enjoyable as
possible, and we regret you didn't receive the Crown Room Club service.
Our representatives are expected to always be responsive, and offer
precise, complete information. It sounds like that didn't happen in this
case, and we will continue to make efforts to improve in this area.

Our goal is to provide the safest and most pleasant experience possible
for our customers. Your report regarding the Breezeway lane is
disappointing. If our customer missed the opportunity to board during
our designated zones of 1, 2, or 3 because they were grabbing a bite to
eat, shopping for a last minute gift, or simply spending a few extra
minutes at the Crown Room Club, they can now bypass the general boarding
line and take advantage of the Breezeway lane for immediate access to
the loading bridge. They just simply present their boarding pass to the
gate agent, who will stop general boarding to scan it, and then they can
proceed immediately to the loading bridge to board the aircraft. I
regret that we did not do a very good job in this case

Again, thank you for writing. Please accept our apology for the
circumstances you described. Your comments are appreciated since this is
one of the best ways we have of knowing which areas need additional
attention. We hope you will continue to make Delta your airline of
choice.

Sincerely,

Manager
Customer Care