Complaint / review text:
I'venot flown Delta decades and today I regret returning to Delta. Our trip to Palm Beach, California from Phoenix, Arizona was postponed 5 hours in Atlanta since the airplanes landing gear 'secured' lighting wasn't practical. It was trip #1412 on Tue Jan 29. They experimented with repair it and also have us within the atmosphere very quickly, which converted into a complete blown fix, which converted into unrepairable and place us about the next trip out. I dropped 5 hrs, but these things happen. Per week later, I get to PBI airport, panel my trip back again to Phoenix. This really is trip 1578 on Mon Feb 4 planned to depart at 7pm. They contain the airplane on the floor for 40 units, filling the vacant chairs with guests from the canceled trip to LGA. Today, my connecting trip to Phoenix reaches 9:30, trip 1605 Entrance E06, and we land and that I hurry off the airplane and competition to my gate simply to find the gate hasbeen transformed and it is now A19, and so I hurry to that particular entrance, I begin to see the airplane continues to be on the floor, I provide my solution, I'm out-of breathing, my legs and arms injured from carrying my baggage to get a half-mile over the atlanta airport plus they inform me the airplane door is shut and that I can't panel. Within the mean-time, the brand new yorkers, who my airplane was postponed for, possess a trip departing at 9:40 in the entrance right nearby to wherever we came. All of them create their link. I had been advised to visit the admission table to obtain a solution to another trip out-of Phoenix, that we am informed is 12 hours away.
That Is undesirable when I possess a dentist visit that I'll be charged for easily don't seem. I'm provided a discount discount to remain in a nearby resort. I'm not ready to remain instantly. I'm a businessman and that I have function to obtain completed and today Delta is taking 12 more hours of my time-on the surface of the five they currently required without my agreement.
Delta might have kept the connecting trip to phoenix for 5 minutes, just like they kept my preliminary trip for that guests of the canceled Delta trip to LGA. Obviously that is elegance. These about the canceled trip received preferential treatment and triggered an unnatural delay developed by Delta that has switched my routine inverted and it is charging me significantly more than imaginable! The girl 'Nicole', a sizable dark lady, began to inform me my trip was postponed because of climate. I told her the trip occured therefore Delta might load all of the chairs with guests in the canceled trip and also the climate was good. She claims Delta never retains routes for additional guests. I described I had been about the airplane and that I noticed stunning climate and noticed guests panel following the gates of the airplane were planned to become shut to get a complete forty minutes. She extended to trigger me and recommend I write-in easily do not like and insisted climate was the reason for the wait. I asked to get a manager immediately. Ultimately I had been provided a no cost accommodation, but I'm still not in Phoenix. I will comprehend a wait of the couple hours once in some time, but it has impacted me on each knee of my journey arriving and heading. How may Delta pay me for that 17 hours I've today lost since Delta didn't maintain their dedication with me? I'm seeking compensation additionally for my missed visit, that was planned A COMPLETE EVENING after I had been to reach in Phoenix.
Thanks for the email explaining the issue you experienced. Your own time is useful, and running on-schedule is similarly important to us. Nevertheless, along the way of running planned support over a variety of paths every day, periodic physical failures, unfavorable climate, along with other disruptions to program efficiency programs are inevitable. These are circumstances confronted by all airlines with no oxygen company may assure that routes may abandon or appear on-schedule. Nonetheless, we're sorry you had been inconvenienced.
We regret we didn't fulfill your objectives at this juncture, and that I may comprehend your stress and frustration. Nevertheless, hopefully you'll realize that we don't pay the costs you required and should respectfully decline your request.
Please take our apology for that undesirable impact you obtained in cases like this. We enjoy your choice of Delta and certainly will usually contemplate it a to become of support.
Online Support Table
Then I responded:
I discover your reaction undesirable and you will be discussing this tale using the fans of my radio talk-show each weekday through the remainder of the month. I'm going to be sure our nationwide and global fans realize that it required Delta 33 hours to obtain me from Phoenix to Palm Beach and didn't provide a reason why NY guests received preferential treatment that triggered an extreme wait.
Please stop my Atmosphere Kilometers account instantly, when I WOn't fly Delta again. I'm also likely to reveal this tale daily this month on my nationwide radio broadcast therefore my fans may choose for themselves when they wish to chance saying my encounter whenever they decide to fly Delta.
Please forward this concept onto your superiors and that I may forward it onto your publicity business individually.
Delta Air Lines Corporate Communications
Rich H Anderson, Ceo
Representative External Communications (US)
General Manager Nationwide Media Relations
Mature Manager Regional Media Relations
Susan Chana Elliott
Mature Manager Regional Media Relations
Mature Director Lifestyle/Leisure Media Relations
Plus they responded:
We're really worried about the sad scenario you explained. Traveling with Delta ought to be pleasant, and that I am sorry for almost any part we might have performed which triggered your journey expertise to become normally. The trouble you experienced doesn't help our objective of supplying a higher degree of support and worth to the clients. Customer support is essential to us, and we're working difficult to change our organization.
Based On The guidelines of this program, the credit gained inside your SkyMiles account may stay productive till December 31,2010. SkyMiles won't end so long as there's qualifying exercise at least one time every 2 yrs. Within 2 yrs of inactivity having a zero equilibrium the consideration is likely to be shut.
We benefit the connection you've with Delta Air Lines and could be happy to possess another opportunity to recover your confidence and assurance within our support.
Online Support Table
And That I responded:
Please remember that I'm confirming this violent termination and wait of airplanes towards the FAA. The four routes I arranged were about half-complete.
But after Delta altered the airplanes, 3 of the 4 planes were loaded with no single-seat. The monetary factors for this are apparent, but about the 3rd trip, it had been documented within the Delta pc program the flight was postponed because of climate, instead of the reality the flight was postponed to create space for additional guests. That delayed the airplane by over 40 units and come with me fighting having a Delta Customer Support repetition called Nicole who insisted the trip was postponed because of climate since that’s what her computer said. While I fixed her why the trip was postponed, her reaction was "I am simply suggesting what my pc says." And my reaction was "I am simply suggesting the actual cause" and her reaction was "Well, that is my pc suggests" and my reaction was "well, I was really about the airplane and I understand precisely why it had been postponed" where stage another customer support representative agreed to part of and Nicole believed to her, "Oh no, I got this 1." As though I had been demanding her to fisticuffs! I requested to consult with a boss prior to the computer program mis information was acknowledged.
Obviously the FAA has guidelines about that and that I am likely to do my better to guarantee these dubious business methods of eliminating and slowing battles by 12 hours simply to load a to capability in the trouble of the guests are delivered to the interest of the FAA and my whole hearing crowd. I've a canceled dental visit and an additional evening of lined parking along with a full-day of lost-work, all caused by this artificially produced wait used by your organization to load airplanes to capability. I understand Delta WOn't do that in my experience again, since I'll never fly Delta again. Fool me once, pity you. Fool me twice, pity on me. I anticipate the next boilerplate response.
Ultimate reaction from Delta:
Thanks for the newest email. We regret your continuing discomfort with this prior "boilerplate" reactions.
However, we enjoy your feedback and motivate one to forward any extra remarks to the corporate practices in the target below:
Delta Air Lines
P. O. Box 20980
Atlanta, GA 30320-2980
Thanks for that chance to provide this issue our final evaluation. Any extra communication via email is likely to be continued document.
Online Support Table