Response from Delta
 

It's what you'd expect.....we have to do what the TSA says.....the security measures are there for your safety.....blah, blah, blah.....

"Thank you for sharing your concerns. These procedures are conducted by
the Transportation Security Administration (TSA) and are required by
federal law. On behalf of everyone at Delta Air Lines, be assured we
will continue to work with the TSA to minimize the inconvenience to our
passengers while at the same time maintaining passenger security.

I sincerely regret your disappointment with the new Advanced Imaging
Technology (AIT) also commonly referred to as full body scanner
technology. As you may know, this system produces images of the body in
order to detect potential threats concealed underneath passengers'
clothing that could have possibly gone undetected with the current
method.

Further, please know I recognize your frustration and the inconvenience
caused by the airport security process. These procedures are conducted
by the Transportation Security Administration (TSA) and are required by
federal law. We realize the inconvenience that security requirements
impose upon our passengers, and we will continue to work with the TSA to
minimize the inconvenience to our passengers while at the same time
maintaining passenger security.

Nevertheless, I hope you will understand that safety remains the first
and foremost priority for all airlines and government agencies; I want
to ensure you it is also the guide for our day-to-day operations. While
federal regulations prohibit us from discussing the criteria used for
security decisions and we acknowledge they may be invasive and
disruptive, they serve to make flying safer for everyone. We understand
that some requirements may make it difficult for passengers to travel
and it may require them to make a decision on whether it is in their
best interest to utilize air travel. While we are sorry that it may
require some passengers not travel by air, we follow all directives
handed down to us from the higher authorities.

Also, the manner in which security procedures are conducted is mandated
by the Transportation Security Administration (TSA) and other government
agencies. Delta will continue to work closely with such agencies to
provide the highest level of security possible, while at the same time
minimizing passenger inconvenience.

I hope I have been able to resolve any concerns you have about our
service. As our valued SkyMiles Member, your business is important to us
and given the opportunity of serving you in the future, I am confident
Delta will not only meet but exceed your expectations.
Sincerely,

Neil P. Paul
Coordinator, Customer Care
Delta Air Lines/KLM Royal Dutch Airlines

What did you expect from a front line employee? Sounds like like they gave the party line cause that is all they really can do. At least they acknowledged your complaint. I would suggest focusing efforts at the corporate level.

Bravo Sierra alert.

Dear Delta:

If you can't respect your customers not to feed them such tripe as this, I will no longer count myself among your customers.

Toodles,

--ocschwar

Does anyone really expect any airline to say in writing "Yeah the TSA sucks" ?

Get real.

I can't believe that copypasted this line three times to three different paragraphs: "be assured we will continue to work with the TSA to minimize the inconvenience to our
passengers while at the same time maintaining passenger security."

Who the hell writes these things?

There have been numerous other reasons to not give Delta any of my business, and those reasons were around long before the TSA.


+1.

I too noticed that. Seemed like the whole reply was just repeating itself :rolleyes:

Neil Paul is most likely a desk-bound CS person in India contracted to copy and paste content into emails to address customer concerns - your letter was likely never seen by a US employee, certainly no one with any authority, and Delta remains one of the steadfast supporters and brown-nosers of the TSA and has been since Day One.

This is the last airline I'd expect to say anything negative about the TSA, even if other airlines aligned against the agency.

It's not going to happen as you said.

If you can't say anything true, don't say anything.

They could say "we're working with the TSA to minimize the nuisance" and that would be fine. But to say "this screening is necessary" when it's patently obvious that this screening does notyhing but reassure the most hopeless cowards among our citizenry, that is unacceptable.

All I want from a PR rep from a company is that they not BS me. If they can't avoid doing that, then I will avoid doing business with them.

Then do as you say and don't give them your business.

Is it really that hard?

It's not hard. But it's also not enough, and it's not all we can do.

Then don't give Delta Airlines any more of your business. I have done my part since 1999 in not giving Delta a dime of my business purely on how they conduct business.

If you want to go further, that's your choosing. But when you say "we," don't include me. While I am disappointed in the response Delta issued the OP, further action towards an airline beyond with our wallet seems pointless.

Are you going to walk in Atlanta and point out your displeasure with Delta? Salt Lake City? JFK? To me, if someone said to me their frustration was over a boilerplate response in a letter, yeah, I would shake my head and move on.

If you're really intent on change with the TSA, and are SERIOUS about doing it (there are a lot of internet tough guys in this forum, frankly), then contact your Congresscritters, contact your local airport authority, contact the media, organize and start a 527 group.

Good luck. Let us know what you will be doing.

Heck why not? :D

As an aside, I've noticed that some of the replies from some folks on here seem to be somewhat confrontational, particularly in this thread. This is an emotionally charged subject and we all feel passionately about this topic one way or another. All I'm saying is I don't see any point in people goading each other. Why can't we all just say our piece, agree or disagree, discuss as needed, and move on. Incendiary posts towards others, especially those who share the same views, are only going to decrease moral.