What would you do if punched by a gate agent?
Feb 25, 2015, 9:38 pm
#31
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A letter notifying Delta that the OP's sister has retained counsel in this matter, along with a copy of the original request for compensation, could well shake loose the "goodwill" offer from Delta that many have suggested would be wise for them to make, regardless of actual liability.
I believe a call to 1-800-DEFENDANTWITHDEEPPOCKETS would suffice.
Feb 25, 2015, 9:46 pm
#32
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On what basis do you think the story does not pass the smell check? The FT community is built on trust and unless I see evidence that the OP is lying, I'm trusting him/her. Otherwise, we may as well as close down the forum since we wouldn't be able to verify and trust any stories posted here.
Feb 25, 2015, 10:21 pm
#33
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OK. Thanks for everyone's input. I always learn a lot on this board. And no, I don't post here or anywhere else. I only post if I actually know something that others don't (which isn't too often). Here is my take away for all your help.
Yes, get legal advice from a lawyer, not online. Totally agree on that.
Yes, this was a tempest caused by the employee, not Delta. Agree.
Yes, this could be pursued, but at this point, Delta doesn't seem too interested in doing anything to make things right, and as some have pointed out, it is probably just time to chalk this up to a really bad customer experience.
We have pages and pages of letters, statements, and court etc. papers, but the net dollar amount is low. Life is short. And without video these days it is hard to prove much. So be it.
On the other hand, for a company that gets thousands of dollars from our household per year, it is sort of sad to see how this all played out. Service recovery is something most firms try to work on and in the grand scheme it doesn't seem like it would have been hard to "do this right". But, there may be some angles that Delta sees in this that I don't that tie their hands.
In any case, thanks to those of you that contributed.
Yes, get legal advice from a lawyer, not online. Totally agree on that.
Yes, this was a tempest caused by the employee, not Delta. Agree.
Yes, this could be pursued, but at this point, Delta doesn't seem too interested in doing anything to make things right, and as some have pointed out, it is probably just time to chalk this up to a really bad customer experience.
We have pages and pages of letters, statements, and court etc. papers, but the net dollar amount is low. Life is short. And without video these days it is hard to prove much. So be it.
On the other hand, for a company that gets thousands of dollars from our household per year, it is sort of sad to see how this all played out. Service recovery is something most firms try to work on and in the grand scheme it doesn't seem like it would have been hard to "do this right". But, there may be some angles that Delta sees in this that I don't that tie their hands.
In any case, thanks to those of you that contributed.
Was the suit your sister had to defend against a criminal suit or civil suit? While people love to talk about "pressing charges", the reality is that in a criminal suit the decision maker is the District Attorney's office.
As to the service recovery, according to your OP, your sister filed a complaint and was given a gift certificate which your sister accepted.
What happened next whether it was a criminal or civil suit was entirely out of Delta's hands so I'm not sure what is needed to recover here?
Feb 25, 2015, 10:22 pm
#34
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My answer to the question posed in the thread title would be, upon reflection, to hope that I would have the presence of mind in a very upsetting situation to document what had happened: find any witnesses and try to get their contact information if not also actual statements at the time, take the time to get as complete of a police report as possible, photograph injuries and anything about the situation (i.e., picture of the bag in question, gate area, arrival time from a nonitor or gate display), and perhaps get medical treatment or at least have impartial medical professionals document and photograph all injuries.
I missed the earlier fact that the courtroom proceeding was criminal rather than civil, which then IMO gives DL more ability to urge the employee not to proceed with a complaint. It also makes me wonder why the DA didn't exercise judgment in deciding whether to drop the case rather than proceeding with the prosecution (or seeking a plea bargain). Here too DL could have stepped in to encourage or discourage the criminal proceedings IMO and it would seem rather odd to me for a case like this to be pursued if DL wanted the matter to be dropped.
I missed the earlier fact that the courtroom proceeding was criminal rather than civil, which then IMO gives DL more ability to urge the employee not to proceed with a complaint. It also makes me wonder why the DA didn't exercise judgment in deciding whether to drop the case rather than proceeding with the prosecution (or seeking a plea bargain). Here too DL could have stepped in to encourage or discourage the criminal proceedings IMO and it would seem rather odd to me for a case like this to be pursued if DL wanted the matter to be dropped.
Feb 25, 2015, 10:45 pm
#36
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I was thinking the same thing. But, I'm sure there are millions of infrequent flyers (kettles, if you will) who probably purchase the same black American Tourister luggage found at Walmart or Target that's in pristine condition because it never gets used. Mine, OTOH, is blue with unique staining from all the trips to and from the luggage hold that I can spot it from a hundred yards away.
Feb 25, 2015, 10:58 pm
#37
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I was thinking the same thing. But, I'm sure there are millions of infrequent flyers (kettles, if you will) who probably purchase the same black American Tourister luggage found at Walmart or Target that's in pristine condition because it never gets used. Mine, OTOH, is blue with unique staining from all the trips to and from the luggage hold that I can spot it from a hundred yards away.
Feb 25, 2015, 11:05 pm
#38
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Good points. I put these distinct bag tags on all of my luggage.
Feb 26, 2015, 12:25 am
#39
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We will never know Delta's side of the story. This is an internet discussion forum. Whenever threads like this occur (Airline X wronged person Y in manner Z), there is an extent to which OP is taken at their word simply for the purposes of discussion. There would never be anything to discuss otherwise. Whether or not the people responding actually state this in their response, read each reply as "If X, Y, and Z did in fact happen, then this would be the appropriate response."
"Diatribe" definition from Merriam Webster: "an angry and usually long speech or piece of writing that strongly criticizes someone or something" or "a bitter and abusive speech or piece of writing" or "ironic or satirical criticism".
There is nothing in the OP's post that I see as a diatribe. What I read was a transparent description of an event as he understood from his family member, reasoned concern and query for advice from other frequent flyers.
As others have mentioned, by the very nature of this medium (an internet forum) we are very rarely going to actually hear both sides of a customer service issue. Most airlines don't post official responses to issues like this on the forum.
Feb 26, 2015, 12:45 am
#40
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I really don't get where your bitterness to the OP comes from.
"Diatribe" definition from Merriam Webster: "an angry and usually long speech or piece of writing that strongly criticizes someone or something" or "a bitter and abusive speech or piece of writing" or "ironic or satirical criticism".
There is nothing in the OP's post that I see as a diatribe. What I read was a transparent description of an event as he understood from his family member, reasoned concern and query for advice from other frequent flyers.
As others have mentioned, by the very nature of this medium (an internet forum) we are very rarely going to actually hear both sides of a customer service issue. Most airlines don't post official responses to issues like this on the forum.
"Diatribe" definition from Merriam Webster: "an angry and usually long speech or piece of writing that strongly criticizes someone or something" or "a bitter and abusive speech or piece of writing" or "ironic or satirical criticism".
There is nothing in the OP's post that I see as a diatribe. What I read was a transparent description of an event as he understood from his family member, reasoned concern and query for advice from other frequent flyers.
As others have mentioned, by the very nature of this medium (an internet forum) we are very rarely going to actually hear both sides of a customer service issue. Most airlines don't post official responses to issues like this on the forum.
didn't think I had any bitterness towards OP...?
Feb 26, 2015, 1:20 am
#41
Join Date: Jul 2005
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My apologies javabytes!!! I quoted the wrong post!!!
I meant to respond to this one from SCEFlyer (Post #20), hence my reference to "Diatribe"
"Say whatever you want, but at the end of the day, this isn't about me.
Let's remember that the OP wasn't at ALB when the alleged transgression occured, so anything that he writes is second or third hand.
Finally, he is posting this diatribe in the hope of obtaining sympathetic ears, which he has apparently done with some success.
Again, I can't understand how so many of you are willing to pile on without knowing all of the facts."
I meant to respond to this one from SCEFlyer (Post #20), hence my reference to "Diatribe"
"Say whatever you want, but at the end of the day, this isn't about me.
Let's remember that the OP wasn't at ALB when the alleged transgression occured, so anything that he writes is second or third hand.
Finally, he is posting this diatribe in the hope of obtaining sympathetic ears, which he has apparently done with some success.
Again, I can't understand how so many of you are willing to pile on without knowing all of the facts."
Feb 26, 2015, 2:50 am
#43
Formerly known as Stephenk19
Join Date: Nov 2011
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I really don't get where your bitterness to the OP comes from.
"Diatribe" definition from Merriam Webster: "an angry and usually long speech or piece of writing that strongly criticizes someone or something" or "a bitter and abusive speech or piece of writing" or "ironic or satirical criticism".
There is nothing in the OP's post that I see as a diatribe. What I read was a transparent description of an event as he understood from his family member, reasoned concern and query for advice from other frequent flyers.
As others have mentioned, by the very nature of this medium (an internet forum) we are very rarely going to actually hear both sides of a customer service issue. Most airlines don't post official responses to issues like this on the forum.
"Diatribe" definition from Merriam Webster: "an angry and usually long speech or piece of writing that strongly criticizes someone or something" or "a bitter and abusive speech or piece of writing" or "ironic or satirical criticism".
There is nothing in the OP's post that I see as a diatribe. What I read was a transparent description of an event as he understood from his family member, reasoned concern and query for advice from other frequent flyers.
As others have mentioned, by the very nature of this medium (an internet forum) we are very rarely going to actually hear both sides of a customer service issue. Most airlines don't post official responses to issues like this on the forum.
+1
Feb 26, 2015, 3:16 am
#44
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+1 on the Media idea. Sadly it takes going to the press to get companies to respond appropriately.
Feb 26, 2015, 4:35 am
#45
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Sue the GA in civil court.
And sorry, OP's sister was absolutely wrong in trying to drop the whole thing and let delta off the hook.
If this had happened to me, I would've lawyered up and made Delta AND the GA pay big time.
And sorry, OP's sister was absolutely wrong in trying to drop the whole thing and let delta off the hook.
If this had happened to me, I would've lawyered up and made Delta AND the GA pay big time.