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This is a very long convo but i wanted to show the back and forth between myself and Delta

Just bad service

RE: Case Number 8257328

Thank you for your most recent communication expressing your continued dissatisfaction with my response. On behalf of Delta Air Lines, I apologize that I have been unable to offer a satisfactory resolution. I also apologize that I misunderstood your original intent.

I am genuinely sorry it was necessary for you to write me again. I was concerned that I missed the purpose of your original communication so I reviewed your comments with my Supervisor. After a lengthy discussion, there is no further action we will take regarding your experience. Again, I am sorry to disappoint you, as I understand this is not the answer you were expecting.

The gesture I extended was not meant to place a value on your experience; rather it was an attempt to make amends for your disappointment with our service. I also understand you would prefer Medallion Qualifying Miles instead of the 15,000 bonus miles that I added to your account. Please know that to protect the integrity of the SkyMiles program, We do not offer Medallion Qualifying Miles as a gesture for service failure. Respectfully, any additional considerations would not be due. I am sorry to disappoint you, as I understand this is not the answer you were expecting.

Again, Mr. King, I am sorry your travel was unsatisfactory. I hope in time you will provide us with another opportunity to restore your confidence.

Sincerely,

Nancy Hansen Coordinator, Customer Care Northwest/KLM/Delta Air Lines

Northwest Airlines is now part of Delta Air Lines

Original Message Follows: -------------------------

Ms Rutherford,

I understand that you only have limited power to rectify problems in service, but if you read my prior emails, my intent was not to get reimbursed for my travel expenses, but to bring the problems to your attention. It was you who asked for my travel receipts to possibly reimburse me. The only thing I asked for was that any mileage you can offer me go towards my MQM balance, which you have yet to acknowledge if it is possible.

In turn, because of the way I was treated by this airline, and the fact that you cannot offer me any kind of reparations for my inconvenience it discourages me from wanting to fly with Delta, when i do have many choices for travel out there. Just yesterday i booked a ticket on Delta and I'm considering changing to another airline.

Ms Rutherford, if other airlines like Continental making me a platinum member to match my Delta Status are willing to go an extra mile to earn my business and the one airline I have been loyal to is not willing to make amends for inadequate service, then why should I still be loyal to Delta.

It just how i genuinely feel

I still hope we can resolve this in some way, I'm open for suggestions

Thank you

On Thursday, October 29, 2009, at 08:09AM, "Customer Care Exchange" custrel@nwa.com> wrote:

RE: Case Number 8257328

Thank you for writing and allowing me the opportunity to further review your concerns regarding the service you received while checking in for your recent flight to Las Vegas. On behalf of Delta Air Lines, I am genuinely sorry you were dissatisfied with my first response.

I understand you feel I did not adequately address your concerns regarding the poor customer service you received when you checked in at JFK for the flight to Las Vegas. I was happy to review your comments again to see if there was something I missed.

Please know I understand why you wanted to share your concerns regarding your disappointing experiences. Your comments serve as an excellent reminder that the actions of our employees can make a significant difference in passenger preference. The emphasis at our airline is on caring, professional service--all of us at Delta must be dedicated to treating our customers as very special guests, just as we ourselves would want to be treated. I apologize that your experience at JFK did not live up to your expectations or ours.

In all candor, we know there is nothing we can say to erase your disappointment. Although we cannot release details about individual employees or disciplinary actions, I want to assure you that our leadership team at JFK will take appropriate steps regarding this incident.

The gestures we extended were not meant to place a value on your experiences; rather they were an attempt on our part to make amends for your disappointment with our service. Our records indicate that you ended your journey in Los Angeles. My understanding from your original email was that you rented a hotel room in Los Angeles and then rented a car to drive from Los Angeles to Las Vegas. I apologize that I misunderstood the situation. Respectfully, I can not reimburse you for prepaid car rental and hotel stays in Las Vegas. I am sorry to disappoint you, as I know this is not the answer you were expecting.

Additionally, I am also very sorry a Delta Sky Club is not available for your use at Newark. I understand your disappointment as you just purchased a new club membership. To clarify the record, we too were saddened when Continental chose to leave SkyTeam and move to the Star Alliance. At that time, Continental also ended their alliance with Delta and the other SkyTeam members. I realize this change in alliances will have an impact on all our Sky Club members and I apologize for any inconvenience you have experienced as a result of this change.

Mr. King, you are a valued Platinum Medallion member and it is my hope that you find a way to give Delta another chance at earning your business and your trust. We are not perfect, and we are thankful to use feedback like yours to make our airline better, employee by employee, flight by flight. We feel that we are making good progress, and we humbly ask that you fly us again someday soon.

Sincerely,

Rachel Rutherford Coordinator, Customer Care Northwest/KLM/Delta Air Lines

Northwest Airlines is now part of Delta Air Lines

Original Message Follows: ------------------------- Ms Rutherford

You obviously misunderstood my situation and the severity of how I feel, and no, my concerns about service have not been satisfied. I never said i rented a hotel in Los Angeles or a Car to drive me to Las Vegas. Because of your supervisors mishandling of my flight to vegas and Delta not being able to get me to Vegas on the date i booked, i still had to pay for my hotel in vegas and my car rental because there was no advance notice to cancel the hotel and car. I still ended up paying $404.63, which is not a small amount of money due to one of your employees, who is supposed to be a supervisor not doing his job.

The only glimmer of light in this whole situation was Ms Pinto.

Concerning the bonus mile, I never asked for 5000 miles or the 15000 miles, although i appreciate the gesture, If they are not MQM miles they really don't mean anything to me and do not not make up for the mistreatment i received.

Ms Rutherford, I am finding out more and more that Deltas policies and changes do not meet my expectations and requirements. Delta just ended is partnership with Continental Airlines. In Sept I payed over $700 to join your Sky Club program. Now I fly out of Newark often, a major reason i joined Sky Club was to be able to use the Continental clubs at Newark. One month later you guys end your partnership with Continental,

so now I'm out of luck and cant uses the Continental clubs. Its these types of things that shed a bad light on your company.

I told this to Continental, would you like to know what they did about the situation. They made me a Platinum member for 2010 & 2011 under their new frequent flier program to match my status on Delta. Thats the kind of customer service I expect from an airline I spend my money with.

Once again, I am writing this letter to let you know how a frequent flier of your airline really feels. I hope you see fit to make this situation right and to keep earning my business.

Thank You

On Tuesday, October 27, 2009, at 01:05PM, "Customer Care Exchange" custrel@nwa.com> wrote: ,

RE: Case Number 8257328

Thank you for sharing your concerns regarding the service provided while traveling with us from Greensboro to Los Angeles and New York to Las Vegas. On behalf of everyone at Delta Air Lines, I sincerely apologize for letting you down in so many ways.

Please know we appreciate your kind comments regarding the service your received from Cynthia Pinto, one of our team members at the JFK ticket counter. We believe our employees are our most important assets, and I am happy to learn that our agent exceeded your expectations. Please know I will be sharing your comments with our Airport Customer Service leadership team so this employee receives appropriate recognition, on your behalf. Thank you for sharing your thoughtful remarks.

I am truly sorry for the frustration you experienced when your plans on September 19 were disrupted due to the delay of our flight 6567 for crew reasons. I also understand the disappointment and frustration you experienced when your connecting flight in Atlanta was not held. Please know that any decision to hold a flight for connecting passengers is made on a case-by-case basis. Respectfully, our team members at the gate are responsible for an on-time departure. Nevertheless, I understand your frustration with the delay and missing the connecting flight.

I also recognize the plane was still at the gate, the door was open, and the jetway was in place. At that point, the weight and balance most likely had been calculated, and the Air Traffic Control (ATC) departure slot may have already been received by the Captain. Any delays at that point could cause us to lose our departure slot.

As our customer, you are in the best position to point out areas that need attention. I am sorry to learn our agents and supervisor in Atlanta were unable to find an acceptable alternate flight for you in a more timely manner. Our goal is to provide consistent and accurate information to our passengers at all times. I am truly sorry in this instance you did not receive the service you expected and should have received. Our records indicate that 5000 bonus miles were added to your frequent flyer account as a sincere gesture of apology for the this unfortunate incident.

I am truly sorry for the slow moving first class check in line you encountered at our ticket counter on September 26. Our goal is to assist passengers in the timeliest manner possible, and I apologize, again, that your experience was to the contrary.

We also appreciate your comments regarding the unsatisfactory customer service you encountered when you approached our Red Coat, Mr. Duncan, for assistance. After reading your remarks, I certainly understand why you wanted to bring this matter to our attention. I am also sorry for the delay locating the supervisor to approve the alternate flight. I am truly sorry you did not receive the service you expected and should have received, as we expect our employees to be helpful and professional at all times. I am so sorry your experience was to the contrary.

We know travelers need an airline they can count on, and I recognize how upsetting it is when plans are disrupted. Additionally, when delays of this type result in an overnight stay, we should have made every effort to provide you with meal and hotel accommodations. I am a bit confused, as I understood you rented a hotel room in Los Angeles and had to rent a car to go to Las Vegas. However, from the receipts you provided, I see you rented your car and in Las Vegas. Respectfully, I must decline your request to reimburse your hotel and rental car expense. We are sorry to disappoint you as I understand this is not the answer you were expecting.

Mr. King, it is abundantly clear that your recent experiences flying with Delta were far from shining moments in airline travel and far from the level of service you had every right to expect. We want to respond to any service problems with improvements---not excuses. Please know a formal complaint has been recorded on your behalf and your letter has been shared with the Airport Customer Service leadership team for internal follow up.

In appreciation of your Platinum status and as a gesture of goodwill for the numerous service failures you experienced, I have added 15000 bonus miles to your frequent flyer account. Please allow three business days for the miles to appear in your account.

Mr. King, I hope I have been able to resolve your concerns about our service. Your support as an esteemed SkyMiles Platinum Medallion member is important to Delta, our Connection Carriers, and SkyTeam partners.

We look forward to your continued patronage.

Sincerely,

Rachel Rutherford Coordinator, Customer Care Northwest/KLM/Delta Air Lines

Northwest Airlines is now part of Delta Air Lines

Original Message Follows: -------------------------

Lets see if this works

Please refer to Case Number 8257328

Thank you Ms Rutherford for your response.

You have restored my faith in that Delta is not just a big faceless company, but a company that cares about their customers.

Below is the information you asked for, although my letter wasn't intended to get reimbursed for the money i lost. My initial intention was to bring to your attention problems i have had in service and to alert you of how one of your supervisors was treating not only me, but other customers as well. I don't know how Delta investigates these types of situations, but in my opinion Mr Duncan from the JFK terminal really needs to be reprimanded. I do have one request if it is in your power. I really enjoy the menities that comes with being a platinum member in the sky miles program. I am going into my second year as a platinum member. I am very close to becoming a new Diamond member. If you can help me out with any MQM miles towards that membership would be greatly appreciated. If not, then anything you can do would also be greatly appriciated.

Once again I appreciate your help and understanding.

Hotel

Palazzo Resort Hotel Casino 3255 Las Vegas Blvd South Las Vegas, NV 89109 877-4445777

Check-In: Saturday, September 26, 2009-03:00 PM Check-Out: Monday, September 28, 2009-11:00 AM Room 1:

om Subtotal: $300.00 (USD) Taxes and Fees: $48.70 (USD) Total Room Cost: $348.70 (USD)

Car

Avis

McCarran Intl. Airport, LAS Las Vegas, Nevada Map

Pick-up details Sat, Sep 26, 2009 at 8:00PM

Dropoff details Mon, Sep 28, 2009 at 8:00PM

Car rental Car daily rate: - Hotwire Hot Rate $16.95 Rental days: 2 Subtotal: $33.90 Tax recovery charges and fees: $22.03 Total price: $55.93 HotDollars and gift cards**: -$0.00 Total charges to your credit card $55.93

On Thursday, October 22, 2009, at 07:31AM, "Customer Care Exchange" custrel@nwa.com> wrote:

RE: Case Number 8257328

Thank you for your prompt reply. I regret that I did not receive the receipts as I believe something on our side is blocking me. Can you proved the dollar amount that you had to spend for your rental car and the hotel?

I apologize for the delay and the technical challenges we are encountering. I look forward to reviewing your concerns. Thank you for choosing Delta.

Sincerely,

Rachel Rutherford Coordinator, Customer Care Northwest/KLM/Delta Air Lines

Northwest Airlines is now part of Delta Air Lines

Original Message Follows: -------------------------

here you go again, i resent the receipt's

Please refer to Case Number 8257328

Thank you Ms Rutherford for your response. You have restored my faith in that Delta is not just a big faceless company, but a company that cares about their customers.

I will send you the 2 receipts you asked for, although my letter wasn't intended to get reimbursed for the money i lost. My initial intention was to bring to your attention problems i have had in service and to alert you of how one of your supervisors was treating not only me, but other customers as well. I don't know how Delta investigates these types of situations, but in my opinion Mr Duncan from the JFK terminal really needs to be reprimanded. I do have one request if it is in your power. I really enjoy the amenities that comes with being a platinum member in the sky miles program. I am going into my second year as a platinum member. I am very close to becoming a new Diamond member. If you can help me out with any

MQM miles, it would be greatly appreciated.

Once again I appreciate your help and understanding.

On Wednesday, October 14, 2009, at 07:58AM, "Customer Care Exchange"

custrel@nwa.com> wrote:

RE: Case Number 8257328

Thank you for writing about your recent flight experiences. On behalf of Delta Air Lines, we sincerely apologize for the numerous service failures you experienced on these trips. I am truly sorry for the incidents you described and would appreciate the opportunity to further review your concerns. In order to fully assess this matter, I will need the following information.

- Receipt for hotel and rental car. If a receipt is unavailable, you may provide a retailer's statement of the original cost and date of purchase, signed, and on business letterhead. If you will please reply to this email and refer to case 8257328, I will respond as quickly as possible.

Mr. King, as an esteemed SkyMiles Platinum Medallion member, you are an integral part of our customer base and we are always interested in your feedback. Thank you for taking the time to write. We deeply value your business.

Sincerely,

Rachel Rutherford Coordinator, Customer Care Northwest/KLM/Delta Air Lines

Northwest Airlines is now part of Delta Air Lines

Original Message Follows: COMMENT DETAILS:

Comments:

To whom it may concern:

I am a long time frequent flyer with Delta. platinum medallion

Recently I have had two experiences on Delta to make me question why I would still want to patronize this airline. I have had very satisfying service from Delta in the past, so I am writing this letter first to see if this will fall on deaf ears and second to see how customer service handles these complaints.

Situation 1

On 9/19 I was on a flight from Greensboro NC to Los Angeles LAX with a layover in Atlanta. Upon arrival to the Greensboro airport I find out that the outgoing flight is 40 mins delayed. I asked at the counter why is the flight delayed. The lady tells me the flight is delayed because the crew is late. Nothing mechanical or nothing weather related. The plane is delayed because the crew is late. I then ask her about my connection. She tells me, don't worry, you will have plenty of time and they know you are coming. The Greensboro flight finally ***. We land in ATL 25 mins before my connection flight ***. I run to the gate and get there 15 mins before the flight is supposed to ***. The gate is empty and the doors are closed and no agent is in site. I look out the window and see the plane still there with its door still open. I stand there for 10 mins and watch the plane leave 5 mins early. Finally I go to the help desk and find out that the plane has left early and they have re booked me on a flight that leaves in 6 hours. After arguing with the lady on the phone she books me on the next flight out. Now I was originally in business class and she now books me in coach in a middle seat. When I realize this I then go to a red coat supervisor and explain to him my situation, he says he can't confirm me in business but he will put me at the top of the upgrade list with special priority, there are 4 seats so you will make it. I wait at the gate 15 mins before the flight leaves I ask the agent and she tells me all the business seats are gone. I go back to a red coat and he pulls me to another gate to try and fix it. By the time he figures out he can't do anything the flight is now closed, so I miss that flight. He says he can't confirm a business seat until a late evening flight. I just walk away from him with no flight now. I end up calling the medallion desk who was not only able to book me on the next flight out but was able to confirm a business class seat.

Now my concerns with this whole ordeal is that

1. My flight was delayed because the crew was late, nothing mechanical and nothing weather related

2. If they knew they had passengers connecting to this flight that landed 25 mins before the flight *** why would they depart early

3. Why were there no agents at the gate, and I did find out there was only 1 agent loading a 767

4. Why did I have to talk to 4 people to finally get booked on a flight

Situation 2:

I had a flight booked on 9/26 from New York JFK to Las Vegas. Now I repeatedly tried to check in online for this flight but could not. I was told by customer service that since I was upgraded I would have to check in at the airport. That has never happened to me before, but fine, I will check in at the airport. I arrive 1 hour before my flight. I walk in and ask the greeter where to check in, she directs me to the first class line. I am second in line. There is one agent working first class check in. 5 mins pass, 10 mins pass, 15 mins pass and the line has not moved. I get out of line and walk up to the red coat supervisor who's last name is Duncan. I tell him, sir, I've been standing in line for 15-20 mins, my flight leaves in 40 mins and the line has not moved. I'm going to miss my flight if someone doesn't help me. Can we get some help at the first class line. I couldn't believe what was said to me next. This man tells me that he doesn't like my attitude and have I ever heard that you get more with honey than you do with vinegar, and that he wasn't going to help me. I follow him back to his counter asking him to help me and he ignores me. This is supposed to be a supervisor. After standing in front of him he finally looks at my ticket and say you are to late, you just have to fly tomorrow, I say I can't fly tomorrow, I have an event I have to be at tonight, can you re book me even if I have to connect. He says no, I have to get back in line. I couldn't believe what I was hearing. Now I fly Delta a lot and I have never heard anything like this before. He then just walks away. I go back to the greeter and ask for a supervisor.

Come to find out there is no other supervisor on duty. While I am explaining to the greeter what happened, another agent named Cynthia Pinto overhears what I am saying and pulls me to her counter and tried to help me, by this time its now 15 mins before the flight leaves. She calls the gate and asks if I can gate check my bag, they say no, its to late. My first thought was why didn't the supervisor do that form the beginning. She then tried to rebook me on another flight, she finds a flight, but needs a supervisor to approve it. No supervisor is around, I end up missing the window for that flight. So now there are no more flights to Vegas.

I demand to see a supervisor above this red coat on duty. After waiting 20 mins with the agent, she finally locates the head supervisor, a Mr Mohammed. Come to find out he is busy trying to check in people for another flight. I have to wait 20-30 more minutes until he is free. I explain to him what happened, he offers me to book me for the next day and a hotel to stay in, I just ask him to put me on a flight to Los Angeles. He books me on a flight to LA with a connection the next day to Las Vegas.

I end up in LA missing the last flight to Vegas and still having to pay for my hotel and rent a car because it was to late to cancel my travel arrangements.

Concerns:

1. How is a red coat supervisor able to speak to the customers disrespectfully and anyway he feels like

2. Why is a counter agent trying harder than a supervisor to satisfy a frequent flier customer

3. Why is there only 1 supervisor on duty at one of the biggest airports (JFK) in the country and it takes over an hour to get the head supervisor It would be greatly appreciated to get some response to these matters.

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