October 25, 2011 REF #10982720
Dear Ms. Sandra Maxey
RE: Case Number 4683600
Our Chief Executive Officer, Mr. Richard Anderson, requests that I were and thank you for your correspondence regarding your previous travel with us on September 19. On behalf of everyone at Delta Air Lines, I sincerely apologize that your travel was impacted by a less than satisfactory experience due to customer service issues and luggage concerns.
Mr. Anderson really appreciates receiving your input regarding your professional analysis of our handling of your situation. I acknowledge that you would like to provide us with the opportunity 1) develop and leverage deep customer insights and 2) to stand by our constitutional principles. Most important, your three clear points of your experience will be instrumental in assisting us to improve our operation and customer service. Many customers share their feedback with us, and these observations oftentimes form the basis for improvements in our service.
As our customer, you are in the best position to point out areas that need attention. I recognize that our agents provided misinformation and displayed rude service while interacting with you. Further, it is understood that some of our technology tools failed during your situation and has lead you to suspect that they are not meant to provide assistance. Also, I acknowledge your feeling that our airline does not demonstrate internal cohesiveness in operational functions.
Surely, our goal is to provide consistent and accurate information to our passengers at all times. I am truly sorry in this instance you did not receive the service you expected and should have received. The apology we offered was most sincere, and I hope someday we will have an opportunity to restore your confidence.
When our service does not meet our customer’s expectations, we feel it is important to acknowledge this and appeal for a degree of understanding. As such, I was pleased to learn our Baggage Services department has offered a gesture of apology in the form of a check for $1663.00 and $92.00 to demonstrate our commitment to customer service. I realize that incentives may not erase the negative impact of your past experiences, but I hope that an immediate recognition of them will symbolize our commitment to a future partnership.
Unfortunately, we will not be able to honor your request for total cost of $14,865.00. However, as an additional gesture of apology, I have issued an Electronic transportation Credit Voucher (eTCV) in the amount of $100.00. Please note the voucher number and associated Terms and Conditions will be arriving in a separate cover. 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. I hope this will not have a lasting impact on our business relationship.
Ms. Maxey, you are an integral part of our customer base and we are always interested in your feedback. Thank you for taking the time to write. We deeply value your business and look forward to the pleasure of serving you in the months and years ahead.
Coordinator, Corporate Customer Care