I’m in a dispute with Delta Airlines about getting one half of an airline ticket credited back to our charge card for lack of performance when my husband recently attended a memorial service in Virginia and didn’t get home for over twenty-six hours later than anticipated. It caused him to miss three important business meetings as well.
The most recent email I received from Delta acknowledges it cancelled the flight in question without alerting passengers and didn’t give my husband the proper vouchers for food, although he did have a voucher for a hotel. It also tells me that if Earl had rented a car and driven home from Atlanta, GA, he would have been eligible for half a ticket’s refund. Since he didn’t do that, the airline is sorry but it cannot issue any refund.
Then Delta adds insult to injury. Not only does it admit a lack of customer service, but also today we got an email questionnaire asking how satisfied we are with the “personal” attention we’ve received. Let me tell you how satisfied I am.
I’ve already called our credit card company and had the entire ticket charge reversed. And I’m writing one of my favorite columnists in The Chicago Tribune. He’s the one who goes to bat for underdogs and gets their money back. I will use the email trail Delta and I have established these past couple weeks as evidence that I contacted the company first before lodging a formal complaint.
You can see I’m fixated on this. I don’t deny it. But I work for a company where a human answers the phone and solves a customer relations problem before ever hanging up. I come to this current problem with a certain kind of expectation; and I am disappointed that Delta, a giant in the airline industry, doesn’t meet those standards but wants to know if I’m satisfied anyway. You’ve got to be kidding.
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