The sheer insincerity and crass "cut and paste" answers are the answer you need. Pack your bags and run to Continental. They appear to want your business more..
You outlined the problem. Gave them specifics, named names. Gave praise where praise was due, critiqued where the service standards failed to meet the expected standard. At the end, you suggested a remedy which would resolve the matter to your satisfaction.
Delta had an opportunity to reinforce your loyalty. But Delta did, what Delta does. They f****d it up. First, they failed to adequately address your complaint in the initial responses. Mis-read the circumstances.. implied you would be reimbursed, then refused the reimbursement and finally failed to even respond to your suggested remedy. Classic mishandling... I hope you follow through and switch to Continental.
Then write and tell them where to stick their awards... the final line of your letter should read... "I am sorry to disappoint you, as I understand this is not the answer you were expecting".
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