Thursday, February 16, 2012

Delta Replies

Thank you for writing about your recent flight experience.  On behalf of
Delta Air Lines, we sincerely apologize for the inconvenience caused to
you and your wife when our flight was canceled and your dissatisfaction
with the alternate flight provided.

I understand the frustration you experienced when your plans were
disrupted due to the cancellation of our flight for mechanical reasons.
I am truly sorry your travel was adversely affected when you and your
wife were not provided with an alternate flight the same day when your
flight was canceled.

We know travelers need an airline they can count on, and I recognize how upsetting it is when plans are disrupted as you reached your destination later than planned.

Also, I am truly sorry for your disappointment with the alternate
arrangements provided during a flight irregularity.  I also recognize
your decision to drive from Minneapolis to Green Bay was the best
alternative for you at the time since you had business meetings
scheduled.  Be assured our goal is to route you to your destination in
the timeliest manner possible and your comments regarding lack of
communication, rebooking assistance, and the overall handling of your
disrupted travel have received close attention.

Further, I am sorry to learn that the staff at the check-in counter was
inadequate to cater to the passengers whose flight was cancelled.  Our
goal is to assist passengers in the timeliest manner possible, and I
apologize, again, that your experience was to the contrary.  Feedback
like yours will help us to improve our processes and overall customer
experience.  Be assured your comments will be shared with our Airport
Customer Service leadership team for their internal follow up.

Additionally, we appreciate your kind comments regarding the service
received from one of our team members who was working at the boarding gate and the Pilot onboard.  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 Flight Operations
leadership team so this pilot receives appropriate recognition, on your
behalf.  Thank you for sharing your thoughtful remarks.

In conclusion, as a gesture of apology for the experience you and your
wife encountered with your travel, I have added 7,500 bonus miles to
each passenger's SkyMiles account.  Please allow three business days for the miles to appear.

Mr. X, as a Silver Medallion, I appreciate your loyalty to Delta.
Once again, please accept our apology for the circumstances you
described.  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.

*     *     *     *     *

The miles are lousy compensation for a horrible experience.  However, this apology is just so well written that it makes it hard for me not to accept it.

1 comment:

Please feel free to include any thoughts you may have. Know, however, that kiddos might be reading this, so please keep the adult language to yourself. I know, for me to ask that language is clean is a stretch...