Another Bad Delta Airlines Experience June 12, 2012 3:02 PMDelta,
First and foremost, because of a cargo door that jammed TWICE on this Delta airline, once prior
to departing and again upon arriving, the flight was so delayed that I missed my connecting
flight. Missing it was not so bad, these things happen, but due to the constant disorganization
of the staff, I was rolled over to later flights 3 times due to over sold flights and
miss-communication. I could have taken the second flight, but after being denied a seat on the
first makeup flight, I was automatically rolled over to the last flight of the day instead, and
so was not even made aware of the existence of this second flight until it already left, and it
left only half full! The third flight I was forced to take was not only late at night, it was
also very delayed due to a missing flight crew. It ended up taking me over 28 hours to get home
and the only retribution I was offered was a 6$ food voucher.
Also on this flight my flight attendant call button did not work, and my overhead reading light
did not work. I also checked 1 box with my luggage, and it arrived completely destroyed. I've
checked boxes before and never had a problem, there was always some wear or slight damage which
is expected, but this was obviously willfully ripped, kicked, and smashed as if to teach me to
never check a box again.
It should also be mentioned that on the flight over, I was incorrectly informed by Delta staff
that I should pick my checked bags up at the final destination, not at my first international
embarkation as you would normally think. I questioned them on this, and they reassured me that
'Delta has an agreement with Japan'. This is 100% false, Delta staff needs to be re-educated on
this. It was not until I had already checked into my first domestic flight over seas when they
told me I still need to pick up my bags from customs. With only an hour left, I had to take a
shuttle back to the first terminal, unable to speak Japanese, go back through immigration and
customs to retrieve by bag, then rush back to the domestic terminal, check the bags, then go
through security again, barely in time to catch the flight. All because Delta is not aware of
their own policies.
After all of this I am extremely angry with Delta's performance this trip and am seeking some
form of retribution. Monetary compensation is not necessary as every company has it's bad days,
but I feel that after the mental strain I had to suffer in both directions of this trip, Delta
could at least make a final attempt at customer satisfaction by issuing some type of flight
credit voucher at least large enough to cover a domestic round trip flight. I would consider
that fair.
Thank you for hearing me out,
Dan
User:
Anonymous
COMMENT:
Dear Mr. Krill,
Thank you for writing about your recent travel experience. On behalf of Delta Air Lines, and Delta Connection carrier, ExpressJet Airlines, I sincerely apologize for the difficulty caused due to the irregularity of our flights, not being pleased with the meal voucher you received, the flight attendant call button and overhead reading light that was not working. I also want to take this opportunity to let you know that I am sorry to read your comments about the incorrect information you received and the damaged box.
I understand the frustration you experienced when your plans were disrupted due to the delay of our flight for mechanical reasons. I am extremely sorry your travel was adversely affected. I also recognize that your alternate flight arrangements were not satisfactory. As a whole, we do our utmost to reschedule all our passengers’ on Delta or partner airline flights timed as closely as possible to the original times and on which space is available. Responsive assistance and thoughtful consideration are undoubtedly the key aspects when itineraries are disrupted, and our agents are expected to explore all available options to reroute our valued customers to their destination. Occasionally, a flight to another city or on another airline may be the best alternative. Again, I apologize your experience in this instance was to the contrary.
Further, I can certainly understand the frustration you experienced when the alternate flight we provided was delayed for crew reasons. I also realize that not satisfied with the $6.00 meal voucher provided. The gesture extended was not meant to place a value on your experience; rather it was an attempt to minimize the impact of the additional expenses incurred because of our service failure.
Moreover, I was genuinely sorry to learn that the flight attendant call button and the reading light were inoperative. I realize that the condition of our aircraft cabin did not meet our high standards. Be assured we are committed to making your aircraft experience the best of any airline. As such we have implemented a new maintenance program to more thoroughly and frequently clean and fix aircraft. We have also modernized the interior of our older aircraft to bring consistency and continuity to all our planes.
In addition, we realize that early detection and correction of malfunctions such as the flight attendant call button and reading light are the only sure methods to prevent an occurrence like this. I understand how inconvenient this must have been for you. Furthermore, it was very concerning to know that you received incorrect information from our airport agents that you should pick up your checked baggage up at the final destination as Delta Air lines has an interline agreement with Japan Airlines. As our customer, you are in the best position to point out areas that need attention. Our goal is to provide consistent and accurate information to our passengers at all times. I once again apologize that you did not receive the service you expected and should have received. Feedback like you have provided will help us to improve our overall customer experience. Be assured your comments will be shared with our Inflight, Routine Maintenance and Airport Customer Service leadership teams for internal follow up.
Also, we are sorry to learn about the damage to your box and the inconvenience you experienced. It concerns us when baggage does not arrive in the same condition with our passengers as we place continuing emphasis on this aspect of our service. Please fax the receipt for the damaged box with your contact information to 1-404-714-9122. Once received, a baggage representative will contact you directly.
On the other hand, I acknowledge your request for a credit voucher for a domestic round trip ticket. While we are unable to offer you a credit voucher for a domestic round trip ticket, we would like to extend a tangible gesture of apology for the delay of our flight and the poor customer service. Accordingly, I have added 15,000 bonus miles to your SkyMiles account. Please allow three business days for the miles to appear.
Mr. Krill, thank you for taking the time to write about the disruption of our flights, not being satisfied with the meal voucher, the flight attendant call button and reading light that was non-functional and the poor customer service. Your business as a SkyMiles member 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,
Anthony M. D`Lima Coordinator, Corporate Customer Care Delta Air Lines