Amusing email response regarding my inedible sandwich
Jan 21, 2011, 5:07 pm
#16
Join Date: Jan 2011
Programs: DL GM, HH/Marriott Silver, SPG Gold
Posts: 6
Well, here is one I sent in (unfortunately, for much more than just the food). You will notice from the response that the Delta representative was only "disheartened."
Complaint:
As a repeat Delta customer, I have commented in the past on my
experiences; both positive and negative, in hopes that my feedback would
lead to a better flying experience for all Delta customers. In this
respect, I have previously commented on very specific and generally
isolated events. Unfortunately, my recent flight experiences on June
30, 2010 (Delta 360 - MBJ to ATL, and Delta 2024 ATL to BWI) have left
an overall dissatisfaction with Delta's First/Business Class product.
Upon boarding Flight 360, I was informed by the flight attendant that I
had the option of champagne, orange juice, or a mimosa as a pre-flight
beverage. None of those 3 options appealed to me, so I simply asked for
a "Coke Zero." I was coldly told that the beverage cart was "not open
yet" and the flight attendant proceeded onward throughout the cabin. I
later asked another flight attendant for a bottled water, and was given
the small bottle that is normally placed out during boarding. I was not
given a beverage until the meal was served. It should also be noted,
that there were no water bottles placed out upon boarding, and pillows
and earphones were sparsely provided in a hit-and-miss manner at only
some of the business class seats.
For the meal, we were given the option of either a chicken sandwich or a
chicken salad. My wife and I both chose the chicken sandwich. The
bread on my sandwich was so hard I could barely bite into it. I had to
tear the sandwich apart with my hands just to get it into edible pieces.
On the other hand, my wife's sandwich bread was hard on the top and
soggy on the bottom. The meat was very skimpy, and I could have gotten
more from a child's "Lunchables" meal. Along with this sandwich we were
given a snack size bag of potato chips, a stale salad, and a packaged
cookie. I am astounded that this is considered an international
business class meal. Nonetheless, as far as flight service goes, I
received one more drink refill and there were no other snacks offered.
I will have to note though that toward the end of the flight there was
turbulence and the beverage service was ended. Along with the
turbulence came some stormy weather, and the pilot ended up being
delayed by a half hour or more. I completely understand that this is
not the fault of Delta, but I hoped that upon arriving in ATL our bags
would come out quickly - we did have yellow "priority" tags after all -
and that my wife and I would be on our way through customs and to Flight
2024. Unfortunately, our bags were some of the last ones on the baggage
carousel. So, I have to ask, what good is the so-called priority baggage
handling when it does not work? During one of the times that I would
really appreciate that added perk, it did absolutely nothing for me.
After watching most of the other bags pass by, my wife and I finally
retrieved our two bags and began to quickly make our way through customs
and re-check our bags. We had to run to the next flight, which ended up
being delayed as well after running through the airport.
So, we made it onto Flight 2024, and the flight attendant did do a
better job on this flight. Pre-flight beverages were provided (from the
beverage cart nonetheless), water was waiting at each first class seat,
and snacks and re-fills were provided throughout the flight. However,
when I arrived at BWI and went to retrieve my luggage I was again
reminded that my yellow priority tag means absolutely nothing. This was
very well evidenced by the fact that the priority tag had actually come
off my wife's bag, and her's came out well before my bag (which still
had the yellow tag in-tact). So, again I have to ask, what good is the
so-called priority baggage handling when it does not work?
What else can I say other than I am really disappointed and do not feel
that I am getting my money's worth by spending thousands of dollars for
my wife and I to fly in first or business class. Delta is not the only
carrier going into MBJ, and in fact there are others who fly direct from
my origin of BWI. The only reason we went with Delta was because of a
sense of brand loyalty and our expectations for a much better
first/business class experience. My wife and I have both been let down.
Poor meals, poor service, and a lack of priority (where it is promised)
are not what make up a great first class experience.
On a side note, there was a couple sitting near us in the MBJ airport
who paid for an upgrade at MBJ. They commented that this was the first
time they were flying first class. I feel sorry for them, as I can only
expect they were sorely disappointed. From a business standpoint, that
couple just paid a few thousand dollars for a vacation in Jamaica, so it
is probably safe to say they can afford first class seats in the future.
Will they spend those extra bucks in the future? Who knows... I don't
think Delta can count on it based upon this flight experience.
Response:
Thank you for sharing your concerns regarding the service provided while
traveling with us. On behalf of everyone at Delta Air Lines, I
sincerely apologize for the kind of quality food and unsatisfactory
customer service we provided onboard.
I am truly sorry for your disappointment with the meal quality on your
recent flight. It [sic] was disheartened to know that the bread on your
sandwich was hard and you had to tear the sandwich apart with your hands
just to get it into edible pieces. Passenger comments like yours are
critical in evaluating our food service, and our future course of action
is based on feedback like you have provided.
Similarly, I am truly apologetic for the incident you described about
the lack of customer service we provided especially when you were
travelling in business class. I am truly apologetic that in this
instance you did not receive the service you expected and should have
received. We are responsible for ensuring our employees receive
thorough training, as we understand their performance reflects on our
company. We have attempted to show you in words and actions that we are
truly sorry for the poor service you received. Feedback like yours will
help us improve our inflight processes and overall customer experience.
Please know I will be sharing your comments with the Inflight leadership
team for internal follow up.
Additionally, as a gesture of goodwill, I have issued an Electronic
Transportation Credit Voucher (eTCV) in the amount of $100.00 for
unpleasant onboard experienced. Please note the voucher number and
associated Terms and Conditions will be arriving in a separate email. I
encourage you to add Delta Air Lines to your receiver list so the
voucher document is not misdirected to your spam folder. Please keep
the voucher number and the Terms and Conditions since the number is
required for redemption. It is also important to remind you that there
is no Direct Ticketing fee for reservations confirmed online at
delta.com.
Mr. moo-cow, I want to thank you, again, for taking the time to bring
this matter to our attention. As a valued Silver Medallion member, your
future business will be important to us, and I hope that you will
utilize the voucher I have issued and give us another opportunity to
regain your confidence.
Complaint:
As a repeat Delta customer, I have commented in the past on my
experiences; both positive and negative, in hopes that my feedback would
lead to a better flying experience for all Delta customers. In this
respect, I have previously commented on very specific and generally
isolated events. Unfortunately, my recent flight experiences on June
30, 2010 (Delta 360 - MBJ to ATL, and Delta 2024 ATL to BWI) have left
an overall dissatisfaction with Delta's First/Business Class product.
Upon boarding Flight 360, I was informed by the flight attendant that I
had the option of champagne, orange juice, or a mimosa as a pre-flight
beverage. None of those 3 options appealed to me, so I simply asked for
a "Coke Zero." I was coldly told that the beverage cart was "not open
yet" and the flight attendant proceeded onward throughout the cabin. I
later asked another flight attendant for a bottled water, and was given
the small bottle that is normally placed out during boarding. I was not
given a beverage until the meal was served. It should also be noted,
that there were no water bottles placed out upon boarding, and pillows
and earphones were sparsely provided in a hit-and-miss manner at only
some of the business class seats.
For the meal, we were given the option of either a chicken sandwich or a
chicken salad. My wife and I both chose the chicken sandwich. The
bread on my sandwich was so hard I could barely bite into it. I had to
tear the sandwich apart with my hands just to get it into edible pieces.
On the other hand, my wife's sandwich bread was hard on the top and
soggy on the bottom. The meat was very skimpy, and I could have gotten
more from a child's "Lunchables" meal. Along with this sandwich we were
given a snack size bag of potato chips, a stale salad, and a packaged
cookie. I am astounded that this is considered an international
business class meal. Nonetheless, as far as flight service goes, I
received one more drink refill and there were no other snacks offered.
I will have to note though that toward the end of the flight there was
turbulence and the beverage service was ended. Along with the
turbulence came some stormy weather, and the pilot ended up being
delayed by a half hour or more. I completely understand that this is
not the fault of Delta, but I hoped that upon arriving in ATL our bags
would come out quickly - we did have yellow "priority" tags after all -
and that my wife and I would be on our way through customs and to Flight
2024. Unfortunately, our bags were some of the last ones on the baggage
carousel. So, I have to ask, what good is the so-called priority baggage
handling when it does not work? During one of the times that I would
really appreciate that added perk, it did absolutely nothing for me.
After watching most of the other bags pass by, my wife and I finally
retrieved our two bags and began to quickly make our way through customs
and re-check our bags. We had to run to the next flight, which ended up
being delayed as well after running through the airport.
So, we made it onto Flight 2024, and the flight attendant did do a
better job on this flight. Pre-flight beverages were provided (from the
beverage cart nonetheless), water was waiting at each first class seat,
and snacks and re-fills were provided throughout the flight. However,
when I arrived at BWI and went to retrieve my luggage I was again
reminded that my yellow priority tag means absolutely nothing. This was
very well evidenced by the fact that the priority tag had actually come
off my wife's bag, and her's came out well before my bag (which still
had the yellow tag in-tact). So, again I have to ask, what good is the
so-called priority baggage handling when it does not work?
What else can I say other than I am really disappointed and do not feel
that I am getting my money's worth by spending thousands of dollars for
my wife and I to fly in first or business class. Delta is not the only
carrier going into MBJ, and in fact there are others who fly direct from
my origin of BWI. The only reason we went with Delta was because of a
sense of brand loyalty and our expectations for a much better
first/business class experience. My wife and I have both been let down.
Poor meals, poor service, and a lack of priority (where it is promised)
are not what make up a great first class experience.
On a side note, there was a couple sitting near us in the MBJ airport
who paid for an upgrade at MBJ. They commented that this was the first
time they were flying first class. I feel sorry for them, as I can only
expect they were sorely disappointed. From a business standpoint, that
couple just paid a few thousand dollars for a vacation in Jamaica, so it
is probably safe to say they can afford first class seats in the future.
Will they spend those extra bucks in the future? Who knows... I don't
think Delta can count on it based upon this flight experience.
Response:
Thank you for sharing your concerns regarding the service provided while
traveling with us. On behalf of everyone at Delta Air Lines, I
sincerely apologize for the kind of quality food and unsatisfactory
customer service we provided onboard.
I am truly sorry for your disappointment with the meal quality on your
recent flight. It [sic] was disheartened to know that the bread on your
sandwich was hard and you had to tear the sandwich apart with your hands
just to get it into edible pieces. Passenger comments like yours are
critical in evaluating our food service, and our future course of action
is based on feedback like you have provided.
Similarly, I am truly apologetic for the incident you described about
the lack of customer service we provided especially when you were
travelling in business class. I am truly apologetic that in this
instance you did not receive the service you expected and should have
received. We are responsible for ensuring our employees receive
thorough training, as we understand their performance reflects on our
company. We have attempted to show you in words and actions that we are
truly sorry for the poor service you received. Feedback like yours will
help us improve our inflight processes and overall customer experience.
Please know I will be sharing your comments with the Inflight leadership
team for internal follow up.
Additionally, as a gesture of goodwill, I have issued an Electronic
Transportation Credit Voucher (eTCV) in the amount of $100.00 for
unpleasant onboard experienced. Please note the voucher number and
associated Terms and Conditions will be arriving in a separate email. I
encourage you to add Delta Air Lines to your receiver list so the
voucher document is not misdirected to your spam folder. Please keep
the voucher number and the Terms and Conditions since the number is
required for redemption. It is also important to remind you that there
is no Direct Ticketing fee for reservations confirmed online at
delta.com.
Mr. moo-cow, I want to thank you, again, for taking the time to bring
this matter to our attention. As a valued Silver Medallion member, your
future business will be important to us, and I hope that you will
utilize the voucher I have issued and give us another opportunity to
regain your confidence.
Jan 21, 2011, 7:00 pm
#17
Join Date: Jan 2010
Location: Mid Atlantic
Programs: Delta Plat, one-time United Plat, Amex Plat, Marriott Plat, Hertz Prez Circle, Bus Pass
Posts: 1,237
Here's the complaint I sent: Unfortunately, purchased the turkey breakfast sandwich on croissant for $7.00 and was beyond disappointed. nothing but mayonaise and one slice of 1 mm thin turkey meat that was more fat and gristle than actual meat. This item was inedible. I would ike the purchase price for this mayonaise sandwich refunded pls. thanks. On the other hand, the turkey sliders I had for lunch were decent enough.
Their response: Thank you for sharing your concerns regarding the sandwich you purchased onboard. On behalf of everyone at Delta Air Lines, I sincerely
apologize for your disappointment with the quality of the sandwich and
appreciate the opportunity of responding to you.
I am truly sorry for your dissatisfaction with the turkey breakfast
sandwich you consumed on your recent flight. I cannot express how
depressed I am to learn that the sandwich was inedible. Passenger
comments like yours are critical in evaluating our snack selection, and
our future course of action is based on feedback like you have provided.
Please be assured your concerns will be shared with our Onboard Services
leadership team.
Further, I strongly feel that our Medallion members should not be at a
loss under any circumstances. Accordingly, I will be requesting a check from our bank in the amount of $7.00. Please allow up to 30 business
days for the check to arrive in the mail.
Ms. reddawngrl, thank you again for writing. Your loyalty as a Platinum
Medallion member means the world to us. You are an integral part of our customer base and we are always interested in your feedback. We deeply value your business and look forward to our continued business
relationship.
Good Lord!!! Brevity and facts only from me and book-length response from them. And it seems she's more distress over the sandwich than I actually was. Thanks for the $7 refund though!
Their response: Thank you for sharing your concerns regarding the sandwich you purchased onboard. On behalf of everyone at Delta Air Lines, I sincerely
apologize for your disappointment with the quality of the sandwich and
appreciate the opportunity of responding to you.
I am truly sorry for your dissatisfaction with the turkey breakfast
sandwich you consumed on your recent flight. I cannot express how
depressed I am to learn that the sandwich was inedible. Passenger
comments like yours are critical in evaluating our snack selection, and
our future course of action is based on feedback like you have provided.
Please be assured your concerns will be shared with our Onboard Services
leadership team.
Further, I strongly feel that our Medallion members should not be at a
loss under any circumstances. Accordingly, I will be requesting a check from our bank in the amount of $7.00. Please allow up to 30 business
days for the check to arrive in the mail.
Ms. reddawngrl, thank you again for writing. Your loyalty as a Platinum
Medallion member means the world to us. You are an integral part of our customer base and we are always interested in your feedback. We deeply value your business and look forward to our continued business
relationship.
Good Lord!!! Brevity and facts only from me and book-length response from them. And it seems she's more distress over the sandwich than I actually was. Thanks for the $7 refund though!
Jan 21, 2011, 10:30 pm
#19
Join Date: Jan 2008
Location: SFO,OAK,SJC
Programs: DL PM, AS MVPG, Hyatt DIA, PC PLAT, Club Carl Gold, HH Gold, Accor Dia
Posts: 406
Your $7 back for your sandwich or 7,500 miles for "my troubles" when Dl.com went down during the last Snowmageddon. Never miss a chance to comment.
The fact that they do "cut checks" now means a lot to me. They cut me one to reimburse for my priceline room and cab fare at jfk during weather related delays and I had to go from LGA-JFK and do an overnight connection.
What they may not have known was I intentionally chose that routing to get the full fare JFK-SFO bonus. 70,000 skymiles my s/o and I earned + real $$ back from DL. Yep that will keep my business.
The fact that they do "cut checks" now means a lot to me. They cut me one to reimburse for my priceline room and cab fare at jfk during weather related delays and I had to go from LGA-JFK and do an overnight connection.
What they may not have known was I intentionally chose that routing to get the full fare JFK-SFO bonus. 70,000 skymiles my s/o and I earned + real $$ back from DL. Yep that will keep my business.
Jan 22, 2011, 7:06 am
#21
Join Date: Sep 2009
Programs: Waffle House DM
Posts: 467
If complaining is your thing (and trust me, if you're on Flyertalk chances are it is) then by all means write in, but specifically for the OP, if you just grab the FA at the time and say "this is inedible, can you give me something else" then you are likely to get instant resolution before you even get off the flight. Too many people spends hours or days generating a head of steam before writing in, if you try and sort it out at the time before you get completely bipolar, it's a much calmer life for everybody.
For the record, complaining about airline food is analogous to complaing that Waffle House are crap at organizing airline travel.
For the record, complaining about airline food is analogous to complaing that Waffle House are crap at organizing airline travel.
Jan 22, 2011, 7:17 am
#22
Join Date: Nov 2007
Location: MKE
Programs: BA Gold, DL PM, Hilton Gold
Posts: 2,241
I have to say, DL did a good job in responding to your complaint. I am also impressed that they are actually refunding the money. Better than I had with UA where it was obvious they did not read the email.
Dave
Dave
Jan 22, 2011, 7:28 am
#23
Join Date: Nov 2004
Location: TPA or In Flight
Programs: DL PM, 1MM
Posts: 671
:-)
-=tg=-
Jan 22, 2011, 8:09 am
#24
Join Date: Feb 2009
Location: ORF
Programs: Delta Diamond Charter Member/1.8MM, IHG Spire Elite
Posts: 876
If complaining is your thing (and trust me, if you're on Flyertalk chances are it is) then by all means write in, but specifically for the OP, if you just grab the FA at the time and say "this is inedible, can you give me something else" then you are likely to get instant resolution before you even get off the flight. Too many people spends hours or days generating a head of steam before writing in, if you try and sort it out at the time before you get completely bipolar, it's a much calmer life for everybody.
For the record, complaining about airline food is analogous to complaing that Waffle House are crap at organizing airline travel.
For the record, complaining about airline food is analogous to complaing that Waffle House are crap at organizing airline travel.
Jan 22, 2011, 11:06 am
#25
Join Date: Oct 2007
Location: DCA
Programs: DL DM, AA EXP, various hotel
Posts: 2,227
If complaining is your thing (and trust me, if you're on Flyertalk chances are it is) then by all means write in, but specifically for the OP, if you just grab the FA at the time and say "this is inedible, can you give me something else" then you are likely to get instant resolution before you even get off the flight. Too many people spends hours or days generating a head of steam before writing in, if you try and sort it out at the time before you get completely bipolar, it's a much calmer life for everybody.
For the record, complaining about airline food is analogous to complaing that Waffle House are crap at organizing airline travel.
For the record, complaining about airline food is analogous to complaing that Waffle House are crap at organizing airline travel.
Jan 23, 2011, 8:04 pm
#26
Join Date: Dec 2005
Location: Likely being followed...
Programs: DYKWIA Extraordinaire. TrollSlayer Mega Diamond. [insert esoteric sounding status level(s) here]
Posts: 5,240
Jan 23, 2011, 8:38 pm
#28
FlyerTalk Evangelist
Join Date: Sep 2005
Location: MN
Programs: Lots of programs, dirt on all of them!
Posts: 11,938
What else can I say other than I am really disappointed and do not feel that I am getting my money's worth by spending thousands of dollars for my wife and I to fly in first or business class. Delta is not the only carrier going into MBJ, and in fact there are others who fly direct from my origin of BWI. The only reason we went with Delta was because of a sense of brand loyalty and our expectations for a much better
first/business class experience. My wife and I have both been let down.
Poor meals, poor service, and a lack of priority (where it is promised)
are not what make up a great first class experience.
first/business class experience. My wife and I have both been let down.
Poor meals, poor service, and a lack of priority (where it is promised)
are not what make up a great first class experience.
Jan 23, 2011, 9:33 pm
#29
Original Poster
Join Date: Sep 2007
Location: Sunny Florida
Posts: 637
why would i request a ditto of the same nasty thing? you think she would have brought me one of the nice hot omelettes from first class? not. but they sure smelled good!
Last edited by reddawngrl; Jan 24, 2011 at 10:59 am Reason: typos...I hate 'em
Jan 23, 2011, 10:07 pm
#30
Join Date: Dec 2004
Programs: Most....Four elite air/ Three hotel elites - UA MillionMiler - DL RWT alum
Posts: 1,257
4-0-1 is that thing that slid so much in value a year or so ago that it went from a 401K to a 201K in a couple of months. You may also wish to call that a scam...
