How long do I wait for a Delta customer service response?
Jul 15, 2005, 7:57 am
#1
Original Poster
Join Date: Nov 2004
Programs: Legend in my own mind
Posts: 244
How long do I wait for a Delta customer service response?
I won't go through the whole story, but last month Delta took me to Germany for the 2nd consecutive time on business - and arrived me there 7 hours late for the 2nd consecutive time as well. I guess I'm a slow learner?
On June 28 I wrote a three page letter to Delta's Customer Care division about business travelers and Europe. Expressing my disappointment over arriving twice in a row having missed an entire business day due to their apparent inability to get travelers to Europe on time - and the second time having lost my luggage to boot.
I haven't heard a word from them. How long do I wait it out before contacting them again? (if I even bother, I suppose....)
On June 28 I wrote a three page letter to Delta's Customer Care division about business travelers and Europe. Expressing my disappointment over arriving twice in a row having missed an entire business day due to their apparent inability to get travelers to Europe on time - and the second time having lost my luggage to boot.
I haven't heard a word from them. How long do I wait it out before contacting them again? (if I even bother, I suppose....)
Jul 15, 2005, 8:07 am
#2
Join Date: Jul 2005
Programs: FlyingBlue Platinum, LH Senator, VA Velocity Platinum, Marriott Silver, Hilton Diamond
Posts: 1,010
I sent them an e-mail on May 15 complaining about how filthy their aircraft were on a trip to FL.. they responded with a "form letter" style e-mail about 1 month later.. pretty disappointing..
Jul 15, 2005, 8:42 am
#3
Join Date: Nov 2003
Location: MCO
Posts: 3,030
Deleted
Last edited by vinnmann; Aug 10, 2007 at 12:09 pm
Jul 15, 2005, 8:50 am
#4
Join Date: Jul 2005
Programs: FlyingBlue Platinum, LH Senator, VA Velocity Platinum, Marriott Silver, Hilton Diamond
Posts: 1,010
grrrrr.. that has got to be frustrating.. you have a valid complaint.. have you thought about talking directly to the DL station mgr at MCO next time you are flying? they are usually empowered to give a little assistance..
Jul 15, 2005, 8:55 am
#5
Original Poster
Join Date: Nov 2004
Programs: Legend in my own mind
Posts: 244
Originally Posted by dg4255
grrrrr.. that has got to be frustrating.. you have a valid complaint.. have you thought about talking directly to the DL station mgr at MCO next time you are flying? they are usually empowered to give a little assistance..
I don't go to Orlando (MCO).
Jul 15, 2005, 9:13 am
#6
Join Date: Mar 2005
Location: Atlanta
Programs: HHonors Diamond, Marriott Platinum, National Exec Elite, Delta
Posts: 505
Patience.. and if that doesn't work...
I sent a letter about an expiring certificate in March and got a response about 6 weeks later. An actual phone call from a VERY helpful Delta employee.
I would say wait about 6 weeks, and if you don't get a response, call DL HQ in Atlanta.
I would say wait about 6 weeks, and if you don't get a response, call DL HQ in Atlanta.
Jul 15, 2005, 9:53 am
#7
Join Date: Feb 1999
Location: Denver CO
Posts: 3,682
Originally Posted by TN_Again
I won't go through the whole story, but last month Delta took me to Germany for the 2nd consecutive time on business - and arrived me there 7 hours late for the 2nd consecutive time as well. I guess I'm a slow learner?
On June 28 I wrote a three page letter to Delta's Customer Care division about business travelers and Europe. Expressing my disappointment over arriving twice in a row having missed an entire business day due to their apparent inability to get travelers to Europe on time - and the second time having lost my luggage to boot.
I haven't heard a word from them. How long do I wait it out before contacting them again? (if I even bother, I suppose....)
On June 28 I wrote a three page letter to Delta's Customer Care division about business travelers and Europe. Expressing my disappointment over arriving twice in a row having missed an entire business day due to their apparent inability to get travelers to Europe on time - and the second time having lost my luggage to boot.
I haven't heard a word from them. How long do I wait it out before contacting them again? (if I even bother, I suppose....)
While I am sympathetic to the OP having been real late twice in a row, it's not clear to me what Customer Care could do after the fact, other than apologize.
Jul 15, 2005, 2:04 pm
#8
Join Date: Jan 2005
Location: Panama City Beach, FL (ECP)
Programs: Delta PM, Alaska MVP, Hilton GoldMarriott Titanium
Posts: 780
A I just recieved a response today to a letter that I sent out on the 23rd of May. Even though it did take Delta some time to respond to my letter, the answers were detailed and addressed every single point.
It may take a month or two, but anything after that I would call up Delta and see if they have recieved anything as they keep track of info like that in your SkyMiles account.
It may take a month or two, but anything after that I would call up Delta and see if they have recieved anything as they keep track of info like that in your SkyMiles account.
Jul 15, 2005, 6:10 pm
#9
Join Date: Dec 2004
Programs: DL GM
Posts: 209
I had a reply to my email from the Delta.com web page the next day.
Jul 15, 2005, 8:18 pm
#10
FlyerTalk Evangelist
Join Date: Jun 1999
Location: MIA
Programs: Retired :)
Posts: 10,940
Originally Posted by TN_Again
On June 28 I wrote a three page letter to Delta's Customer Care division about business travelers and Europe.
I haven't heard a word from them. How long do I wait it out before contacting them again? (if I even bother, I suppose....)
I haven't heard a word from them. How long do I wait it out before contacting them again? (if I even bother, I suppose....)
I emailed DL once and they called me 2.5 hours later. Other times I've emailed them, I've had a response in a few days.
Jul 15, 2005, 9:19 pm
#11
Join Date: Mar 2000
Location: BOS
Posts: 2,315
I've heard nothing from my e-mail in late April/early May.
Jul 15, 2005, 11:49 pm
#12
Join Date: Jan 2003
Location: HEL
Programs: *G, used to be with TK but left due to their corruption and political ties
Posts: 4,404
I wrote them an email with a long explanation and a question a while ago. Two people proofread it to make sure it was understandable and to the point. Exactly one week later I got my response, it was a cut & paste not relating to my issue.
Jul 17, 2005, 8:54 am
#13
Original Poster
Join Date: Nov 2004
Programs: Legend in my own mind
Posts: 244
Originally Posted by Traveller
I like to keep my letters and emails to just 1 page, I know that if I see something that is 3 pages long, I might not be so apt to read it closely.
There are more incidents I've had with Delta besides these two EU trips - but I left all of that out of my letter. I didn't want to cloud the issue - which is their total inability to get people to Europe on schedule.
Jul 20, 2005, 8:58 am
#14
Join Date: Apr 2004
Programs: Starwood, Hilton, Delta, AA, UsAirways, AmWest, NWA, United
Posts: 123
Just got this auto response to an email I sent this morning related to the last 4 out of 5 flights with delta ending up with cancelled flights *2/missed flight (I even called about updated flight times)/ and missing luggage:
"Thank you for taking the time to get in touch with us. We appreciate
every opportunity to listen to our customers and act upon what we hear.
Our response to your e-mail may take a little longer than usual due to
the high number of customers who have contacted us recently. In the
meantime, thanks for your patience."
"Thank you for taking the time to get in touch with us. We appreciate
every opportunity to listen to our customers and act upon what we hear.
Our response to your e-mail may take a little longer than usual due to
the high number of customers who have contacted us recently. In the
meantime, thanks for your patience."
Jul 28, 2005, 1:59 pm
#15
Original Poster
Join Date: Nov 2004
Programs: Legend in my own mind
Posts: 244
Originally Posted by Mountain Trader
I think Customer Care commits to answers in 30 days. I mailed a letter in mid-June and my response was mailed by Delta 27 days later. By the way, my situation was quite complex and Delta's answer was very detailed and addressed almost all the issues.
While I am sympathetic to the OP having been real late twice in a row, it's not clear to me what Customer Care could do after the fact, other than apologize.
While I am sympathetic to the OP having been real late twice in a row, it's not clear to me what Customer Care could do after the fact, other than apologize.