Here is Delta Customer Service's response to my email. They refused to reimburse the money I spent for an earlier flight home on Jetblue:
Dear Alice,
Thank you for your e-mail describing the inconvenience you experienced
due to flight irregularities when traveling with our Delta Connection
partner, Comair. We apologize for the difficulties you encountered.
Let me address the various concerns mentioned in your correspondence.
Your time is valuable, and operating on schedule is equally important to
us. When a flight is delayed or canceled due to weather, as was the case
with your flight, it is being done for the safety of all passengers.
Since these disruptions are beyond our control, we do not provide
compensation or amenities, such as meals or lodging.
We are sorry to learn you weren’t happy with the alternate flight
arrangements we provided. During irregular operations, we try to put you
on the first available Delta or Delta Connection flight. If you decide
not to fly, the unused portion of your Delta ticket may be eligible for
refund. If your ticket can be endorsed to another carrier, we must
handle the rebooking and reissue it for the new itinerary. Otherwise, if
you deal directly with another airline or travel agency to buy a new
ticket, we do not reimburse any additional airfare.
We regret the inconvenience caused when there was an unexpected gate
change. We make every effort to minimize disruptions like this, but some
gate changes are necessary due to equipment irregularities. In those
instances, we are not being deceptive but simply do not have timely
information. Your comments have been recorded and taken very seriously.
We will make every effort to better handle similar situations in the
future.
As our customer, you are in the best position to point out areas that
need attention. Our goal is to provide consistent and accurate
information to our passengers at all time. After reading your remarks, I
certainly understand why you wanted to bring this matter to our
attention. I am sorry that in this instance you did not receive the
service you expected and should have received from our airport employee,
as we expect our employees to be helpful and professional at all times.
Please know I will be sharing your comments with our Customer Service
and Airport Operations leadership team for internal follow up.
I understand the inconvenience you were caused. Like you, we certainly
wish that instances of mishandled luggage never occurred. Please know
that I will be sharing your comments with our Customer Service and
Airport Operations leadership team for internal follow up.
Delta’s boarding procedures are designed to be orderly, efficient, and
convenient for our customers. Passengers are boarded by zones, and our
agents have received thorough instructions in managing this process.
While there is no pre-boarding announcement, passengers with special
needs such as a disability, children traveling alone, and the elderly
are normally boarded first. Our Medallion level members are boarded in
one of the first three zones.
I regret we did not meet your expectations on this occasion, and I can
understand your frustration and disappointment. However, we hope you
will understand that we do not reimburse the expenses you mentioned and
must respectfully decline your request. I am truly sorry to disappoint
you, as I am sure this is not the answer you expected.
Our goal at Delta is to surpass your expectations in each and every way.
We expect our employees to provide helpful, courteous service at all
times. When we fail to do so, we will work even harder to make it right
for you. We recognize that quality customer service is essential to the
continued success of our company. Your feelings are important to us, and
I have shared your comments with the responsible Customer Service
leadership teams.
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,
Alice M. Sanders
Manager
Customer Care
|