As promised my response to Delta's letter
Dear N----- M. F--------
I thank you for your prompt reply to my letter regarding our difficult Delta Experience. However, upon reading your lengthy response, I found myself feeling even more frustrated with the policies and procedures of Delta Airlines. I appreciate you explaining the various reasons for why we had a poor experience. Unfortunately some of the key points seem to have been overlooked. For instance the destruction of our car seat wasn’t mentioned and the idea that Rush Hour 3 was a good choice to show to an entire airplane of people simply because it is a new film is a poor excuse at best. I do appreciate your apologies despite the seemingly tongue in cheek appearance they presented.
The poor treatment by your baggage claim handlers and the way with which your customer service personal continuously have blame shifted has left us feeling frustrated to say the least. Please understand that we have come to appreciate the people in Delta customer service very much, but feel that the rules they have to go by are where the true problems lie. I realize that Delta is a large company and perhaps it would seem that you could afford to lose a handful of customers by simply dismissing their complaints, and in essence them as people, but I assure you that if this type of conduct continues within the umbrella of Delta, it could spell bad news for more than just your complaints department.
Regarding the vouchers we were sent: Yes, $100 each seems a wonderful gesture, but what it fails to recognize is that we were treated so poorly that there is no incentive to fly with you again, regardless of what price discount we receive. If I paid $300 to be treated poorly, how is paying $200 really any better? The discount offered seems not an attempt to redeem our terrible experience, but rather a failed attempt to pacify a displeased customer. Therefore, thank you, but we will not be partaking of your “good will gesture.”
Not only will my family not be flying with you again this year, but we will try our best never to fly with Delta again. In addition, all of our extended family and friends from all over the country have been informed of your practices and treatment of your customers as they pertained to our events and situations. Rest assured, your Corporation lost more than a 4 person family as customers for the next 50 plus years. Even people who barely know us have heard our Delta woes and will think twice before using your Airlines, as we have updated our weblogs regularly with each new piece of the story.
I am saddened and disturbed by Delta as a company and the unhelpful manner in which they assist their “valued” customers. By the way, we are still waiting for the remainder of the reimbursement check for the car seat, as we were surprisingly shorted by $59.99. We hope, but don’t expect, to see that coming in the mail in the weeks to come.
Disappointed by Delta,
Stephanie Hutchison
Dear Ms. Hutchison:
Thank you for your correspondence describing your recent experience with Delta and our Delta Connection partners, Altantic Southeast Airlines and Comair. We apologize and appreciate your taking the time to share the details.
Your time is valuable, and operating on schedule is equally important to us. In the process of providing air service over many different routes each day, we sometimes encounter mechanical problems, adverse weather, and other unavoidable interruptions. These are situations faced by all airlines and no carrier can guarantee that all flights will depart and arrive as planned. We're sorry you were inconvenienced.
I am very sorry your clothing was damaged on your recent trip with us. We place great emphasis on providing the highest standards of service to our customers and we regret this unfortunate incident.
The films shown on Delta reflect those currently produced. We realize some contain material that may be objectionable to individuals for various reasons. The feedback we receive from our passengers plays a direct role in our decision regarding future programs, and we will continue to exercise as much discretion as possible in this area.
As a goodwill gesture, we have issued our $100.00 electronic Transportation Credits for each passenger which may be used toward future Delta travel. E-TCVs are valid for one year from the date of issue. If redeemed at delta.com, they will not incur a transaction fee. Fees will apply if the e-credits are redeemed through any other Delta location. Please refer to the enclosed terms and conditions of the e-credits for additional information.
Please accept our apology for the unfavorable impression you received in this instance. We appreciate your selection of Delta and will always consider it a privilege to be of service.
Sincerely,
N--- F---
Manager
Customer Care
The good news is that God has given us some great friends in our building, who we can call, or knock on their door if we need help in the coming days and weeks.
Tomorrow Allen goes to the Physical therapist to begin work on ridding our family of the pain. It is going to be really tough and probably pretty painful, so be praying for him at 2pm our time (that's 11am for you west coasters). And pray that it works, even if it is difficult to get through.
