delta's final response

today i close on my house. it is kinda a nail-biting closing, because the title company has yet to provide the "HUD-1" i need to know all the closing costs and stuff... but whatev. it will happen. the seller (who is a bank) chose the title company, so if this doesn't work today, they are going to be out the taxes i would have had to pay for feb. ha ha. so, part of me wants it to wait until monday, and part of me is really just hoping it is over today.

that said, delta responded to me and this is what they had to say...do you think it is enough? i still kinda think no. but maybe this is really all they can do. i spent so many miles getting mikki to jo'berg and back, seems like the least they could do was reimburse some of those miles? maybe i am over the top. i want to know what you think.

p.s.
homeownership is kinda nerve racking.

Dear Ms. Teabelly:

Thank you for your email to Mr. Richard Anderson and Mr. Ed Bastian. They have forwarded your concerns to Mr. Lee Macenczak, The Executive Vice President of Sales and Marketing. I am his assistant and he has asked that I reply on his behalf.

We realize our passengers expect their flights to operate as scheduled, and your disappointment with Delta is certainly understandable. However, in the process of operating scheduled service over many different route segments each day, an occasional mechanical malfunction, adverse weather and other interruptions to routine performance plans are unavoidable.

However, the way we handle the situation is what will ultimately determine how our customers will feel about us. Our people should be responsive to the needs of our customers, particularly when schedule interruptions occur. This includes furnishing courteous, understandable explanations and doing everything possible to hold inconvenience to a minimum. From your description, we did not do a very good job in this case, and for that, I apologize. We are concerned to hear of your report and I have sent a copy of your email to the appropriate department heads for review in order to prevent something similar from occurring in the future.

When our service does not meet our customer’s expectations, we feel it is important to acknowledge this. Our records indicate that you were given one of our electronic Transportation Vouchers in the amount of $250.00 plus twenty thousand bonus SkyMiles were added to your account. I realize incentives may not erase the impact of your past experience, but I hope that an immediate recognition of it will symbolize our commitment to a future partnership. What we have given is more than what we normally give. Therefore, we must respectfully decline your request for additional compensation. While we would like to offer special consideration in your case, we are simply unable to do so and honor the requests that we receive from others with similar circumstances. We established and adhere to a consistent policy that ensures Delta is fair and equitable to everyone who travels with us.

Ms. Teabelly, thank you again for writing. Please forgive us for the poor impression you received and we hope you will grant us the opportunity to serve you again in the near future.

Sincerely,

Greg Ingram

Executive Assistant

(404) 773-5784