Karl
Clovis,#2Consumer Suggestion
Tue, March 24, 2009
Why didn't you simple discard the suspect cosmetics and whatever else TSA didn't like? Then you could have taken the carry-on aboard. The return trip fiasco was simply Delta's fault but next time take Southwest. If it doesn't go from where you are going drive to where you can get it. Believe me it is worth it.
Jackie
Brownsboro,#3Author of original report
Thu, March 12, 2009
I recently received an e-mail from a Delta "Customer Care" manager by the name of John Smith (wondering if that was even the person's name!). The e-mail was three pages long, addressed me as "Mr.", claimed that "The presence of our subsidiary, Northwest Airlines flights in your reservation is the reason you had the problem", told me to "continue to choose Delta" and did not even address my actual complaint! I sent the following reply: "Dear Mr. Smith, (by the way, I am not a "Mr.", but a "Ms.") I wouldn't quite say that the presence of Northwest was "the reason (I) had the problem", considering that the most serious issues, such as with my luggage, were specific to Delta; one rude employee and an inconvenient change in my flight schedule would have easily been "water under the bridge" if my luggage was not lost, the contents inside damaged/missing, and having to spend the night in a hotel at my expense (not necessarily because of the weather). Although the weather conditions did cause my flight to Atlanta to be cancelled, my final destination in Alabama was NOT affected by the weather and I had to spend the night in Cincinnati due the fact that there were supposedly no other connections to Huntsville (I could have flown from D.C. to Huntsville that day, as these areas were NOT affected by the weather at that point in time). I found out that I was rescheduled for a flight that would have gotten me home on time, but I was not notified of this, and by the time I had waited in a Delta line for two hours, I missed the flight (because Delta did not notify me and I had no way of knowing). I'm not really sure what you were trying to communicate in your e-mail to me. It seems as though you found several ways to tell me that Delta does not want to take any responsibility for their mistakes and really doesn't care. I will not "continue to choose Delta" (by the way, I'm not sure if you intended that as an insult, but that's certainly the way it comes across)." I received a reply from Delta stating the following: "Dear Ms. Archer, Thank you for your additional comments concerning our recent exchange of e-mails. We apologize for addressing you incorrectly. Our goal at Delta is to surpass your expectations in each and every way. We fully understand that everyone faces unique circumstances and adversities. We have received numerous requests for waivers and exceptions, and there has been no simple way to address the various situations. As a result, we established a consistent policy that ensures that Delta is equitable to everyone who travels with us. The airline industry is very competitive, and the support of our customers is important to the lasting success of our company. Please be advised that a copy of your comments has been sent to the team that handles these types of reports regarding baggage issues, and you will hear from a manager in that area in the near future. I realize this is a disappointment, and trust you will understand our position. We hope you will continue to make Delta your airline of choice. Sincerely, Nerissa M. Scott Manager Customer Care" So...Delta apparently receives a LOT of requests for refunds (due to incompetant, apathetic employees), and they have a "consistent policy" that dictates nobody will be compensated when Delta makes a mistake that causes customers to suffer. If the airline industry is as competitive as they say, then why don't they care about their customers? How are they able to consistently provide inadequate service and stay afloat in this struggling economy? If Delta truly wants to "surpass your expectations in each and every way", then they should put their money where their mouth is and compensate the people they screw over!