There are serious problems in Deltas complaint handling. Many of the CSR's are either too stupid or too disempowered to take any action. Again and again, there are reports that problems were resolved when it went to a higher authority or the media got involved. That is not available to most people. This airline is to be avoided until they adopt a customer service ethos. The current focus of their training appears to be revenue protection/income generation. The sheer audacity of a CSR telling you that they acknowledge you have bought a ticket, but they will not allow you to access the service you paid for is unbelievable.
|