JORBUST

Thought I would share my lovely experience with "Customer Service". This is through the actual contact us form, not online chat. Anyone else have some lovely experiences to share? I am mailing mine into corporate and will happly send some more if you have them.

My message:

PERSONAL INFORMATION:

Name: ************
Email Address : ***********
SkyMiles Number: **********

COMMENT DETAILS:

Email about Past/Future travel: Current and Future
Nature of Comment: Complaint Concern
Email Pertaining to: Reservation_Ticketing
Email about Other topic:

Comments:

There is a problem redeeming coach award tickets (10,000 miles each way)
for intra-asia
flights on china airlines. Coach seats are not available on the PVG-TPE
route on any dates or
times requested but are always available business class. Expert flyer,
your own agents, and
the china airline agents show availability in the S class required to
book these coach tickets,
but no agent is ever able to book it, always comes up as an error. Can
somebody please take
the time to look into this issue?
Would you like a reply to your e-mail?:yes

Their Response:
Dear Mr. Danner,

Thank you for your e-mail regarding Delta's SkyMiles program.

You can view award seat availability and book Award Travel on delta.com
to any destination for travel on Delta, Delta Connection, Air France,
Northwest, Alaska or Hawaiian operated flights. Depending on your
SkyMiles balance, you can also take advantage of the Buy Miles option.
To take advantage of these features, please visit us on our website at:

https://www.delta.com/skymiles/use_m...cket/index.jsp

Search for round-trip, one-way or multi-city flights and then choose the
flight option that works best for you. You can also get Award Tickets
for friends or family members, even if you're not traveling with them.

Although you don't need to log in with your SkyMiles number and PIN to
search for flights or view the award calendar, you will need to log in
to hold or ticket your Award Travel.

Our 24-hour Online Customer Support Desk is available to help you with
any questions you may have regarding delta.com. Please feel free to
contact us at 888-750-3284 so that we may assist you with your
navigational or web-related needs.

Your selection of Delta is appreciated, and we will always do our best
to merit your confidence and support.

Sincerely,

Sarah Mathews
Online Customer Support Desk
http://www.delta.com

My Response:

Did you read my e-mail? It took 3 days for this answer and it doesn't address a single thing in the original e-mail, you copy and pasted a form response that had nothing to do with the question.

--Matthew

Their response:

TBA

BG-777Flyer

LOL, it does appear they gave you the generic copy/paste response. I suspect you lost them in the first line with the words "award ticket" and "problem".

The agent probably rolled her eyes and said, "Not another complaint about award tickets!!" and then hit paste. Not a well thought out response from "Sarah" for sure.

Winkdaddy

I would reply back and say the answer does not seem to have anything to do with my specific question, and ask again. She obviously made no attempt to investigate.

Perhaps DL has some sort of mechanism in place to prevent such award ticketing in coach on intra-Asia China Airlines routes causing the error but they cannot admit it.

okamsrazor

I don't think there is an answer that you would like. Award travel on partner airlines are controled and metered by the partner. Some partners are easier to work with or have more available inventory.

johdhj

But at least that would be a valid answer to the original question, not to mention that it would help shed some light on this.

leighaeroe

I have received several responses that were obvious canned responses. One even had someone else name in the body of the response. They very seldom address the specific question you ask. IMHO

sbagdon

It usually takes 3 back-and-forths for someone to actually read a complaint letter.

I suspect the first response for all letters are sent through an email reader, and an auto-reply sent.

cliburn

this is one of my pet-peaves with DL (and NW formally)... why have a TTU feature if you not going to read the question and/or give a canned response cut and pasted from a website (which of course we have all already read....)

me4yankees

The last e-mail replies I've received in the past month or two addressed my original e-mails perfectly. I haven't had any problem with Customer Relations replies.

DLPhoenix

I had a similar exchange recently, this is what I received (January 31st) from Delta after complaining that the agent hasn't read my first complaint:


I just wonder if they will ever respond

DLP

bostonbali

You're lucky you even got a response!

I recently e-mailed them about a problem using a NWA cert I had. They replied asking for more info. I sent them the info they requested, and haven't heard back since - it's been 4-5 days already.

Has DL always been this tardy getting back to Elites? NWA used to respond to 'Talk to Us' inquiries within 24 hours in my experience.

z003y

I tried to send Delta an email telling them that their 'Specials' page has an error. It lists the lowest price from NYC to Europe as being $149, not $419 (shame we can't book at that price).

their reply

"Since there are many factors outside of our control with Internet
bookings, we are unable to honor promotional offers when the transaction
is not completed through our website. Please try again at a different
time, on a different computer, or a different Internet connection to
complete your transaction."

Thanks Delta, for not reading my email .

Today at work, we'll call in and try to get them to honor the $149 price

ftv

I, too, have often wondered if they read my emails before sending some random, pre-fabricated answer. Maybe they CAN'T read.

My new rule of thumb is to send an email If I receive one of these "answers" that don't address the issue, I try again. if they still don;t address the issue, I go to the Attorney General and state, honestly, that Delta refuses to address the issue. I also name the specific employee(s) involved. I am hoping the extra paperwork I create for them will make them address the problem they created.

mikelevitt

Happens to me constantly.

I once sent a compliment about a specific employee (definitely submitted as a compliment) and received this in response:

"Dear Mr.

Thank you for expressing your concerns.

We appreciate your business and trust your future flights will be
enjoyable. We hope you will continue to make Delta your airline of
choice.

Sincerely,

XXXXXX XXXXXX
Medallion Desk
www.delta.com"

And I did not delete my name - they definitely sent it to "Mr. "

But I did delete the agent's name - not to get her in hot water.


Having mentioned this, NWA was equally inept at TTU responses.... Why bother having a response system, if you don't read the comments and send out junk mail in response.

Baffling....

fgirard

Wirelessly posted (BlackBerry8330/4.5.0.175 Profile/MIDP-2.0 Configuration/CLDC-1.1 VendorID/105)

And to think that all this time, the DL TTU was far, far superior to US...