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Old Jul 22, 2011, 3:01 AM
john99619 john99619 is offline
 
Join Date: Jul 2011
Posts: 7
Default Honeymoon Completely Ruined Delta offered us a Gift Basket

Booked a Delta flight from San Diego to Maui, with reserved seats, on Delta.com 7 months in advance. It was supposed to be straight through. Found out last minute our flight was given to an overbooked Alaska flight. Had no seats. the gist of it is:

-2 days of honeymoon ruined

-got bumped from 4 flights total

-Left completely stranded in Honolulu airport with no way to maui

-Forced to watch my new wife cry to the point of sobbing in Honolulu Airport because Delta customer service was unreachable

-Had to purchase tickets for $400 through another airline to get to Maui last minute

-Delta Customer service had a 2.5 hour wait time that day

-arrived in Maui 12 later than scheduled

-Delta offered us a Gift Basket as Condolence

Dear Mr. ********


Thank you for your email to our Chief Executive Officer, Richard
Anderson, and Customer Care leaders, Toby Broberg and Heidi Gould,
regarding your disappointing experience while traveling with Delta and
our codeshare partner, Alaska Airlines, for your honeymoon. While I
understand that you received a reply from one of our Customer Care
colleagues previously, Mr. Anderson asked me to respond to you directly.
On behalf of all of us at Delta, I would like to congratulate you on
your marriage and say that I am very sorry to learn of the difficulties
you and your wife encountered with your flights to Maui and that we
failed to meet your expectations.

We wanted you to know that Mr. Anderson very much appreciates the
opportunity to review what our passengers are saying and what they
expect when they travel with us. Our goal is to surpass your
expectations in each and every way. When we fail to do so, we should
work even harder to make it right for you. We also recognize that
quality customer service is essential to the continued success of our
company.

I am truly sorry to learn of the impact on your travel, and thus your
honeymoon plans, that you encountered from the beginning when your
flight from San Diego, operated by our codeshare partner Alaska
Airlines, was overbooked. We regret you also experienced additional
delays when your seats on Hawaiian Airlines to Honolulu and Mokulele Air
to Maui were not confirmed. I can only imagine how frustrating this was
for you after you had carefully planned a beautiful trip to celebrate
the beginning of your marriage. It was disheartening to read of your
wife's disappointment and tears.

While we sincerely regret your travel was unsatisfactory, please
understand that the operating carrier is responsible for overbooking,
reaccomodations for affected passengers, and applicable denied boarding
compensation. From your comments, I understand you received checks from
Alaska Airlines in accordance with the guidelines for denied boarding
compensation. Please understand any further questions or concerns
regarding your denied boarding with any of the partner airlines should
be addressed to the operating carrier directly.

As a gesture of goodwill on the part of Delta, and as a tangible symbol
of our concern for the challenges you faced during your honeymoon
travel, I have issued an Electronic Transportation Credit Voucher (eTCV)
in the amount of $100.00 each for you and your wife, and
sending a small gift basket to your home. Please note the voucher
numbers and associated Terms and Conditions will be arriving in a
separate email. I encourage you to add Delta Air Lines to your receiver
list so the voucher document is not misdirected to your spam folder.
Please keep the voucher number and the Terms and Conditions since the
number is required for redemption. It is also important to remind you
that there is no Direct Ticketing fee for reservations confirmed online
at delta.com.

Mr. *******, thank you again, for writing to our Executive team about
your honeymoon travel. We always want to provide you with responsive
customer service. Acknowledging your and your wife's frustration, we
appreciate the time you took to ensure that your feelings were known.
We hope that you will grant us a future opportunity to regain your
confidence. We will always strive to merit your support.

Sincerely,

Paula Wood
Coordinator, Customer Care
Delta Air Lines


What a horrible company I have reported them to the DOT
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