(please excuse my complainy post…. or consider it informational writing)
Many of you know from Twitter the epic trip home my family and I faced in early April: diverted plane, canceled flights, multiple new connections, ending in a whole different airline. My daughter missed school and my wife and I work.
Now arriving in Cincinnati for a connecting flight to New York and…
No way our children could handle two more flights, so we requested to be rebooked on American Airlines (who did have a working airplanes and a direct flight). They did the job…
Drum Roll… @Delta‘s Response Today:
Dear Mr. Lehman,
RE: Case Number 8852910
Thank you for sharing your concerns while traveling with us on April 2
from Ft. Lauderdale to New York City. On behalf of everyone at Delta Air
Lines, I sincerely apologize for the inconvenience you experienced when
Flight 1798 was diverted due to mechanical related reasons.
Mr. Lehman, I can only imagine the frustration you and your family
experienced when your plans were disrupted by the diversion of our
flight to Jacksonville because of mechanical reasons, resulting in a
situation where you had to overnight and the children missed a day of
school. I was also disheartened to learn your flight the next morning
was canceled, making this already upsetting experience even more
intolerable. While no airline can guarantee that air travel will be free
of disruptions, I deeply regret that you were not provided with the
dependable, timely air transportation you expect and deserve. We take
your concerns very seriously and please know I have forwarded your
comments to our Airport Customer Service leadership team for internal
Additionally, we understand your time is valuable, and operating on
schedule is equally important to us; however, when a mechanical problem
is found, we must restore the aircraft to company and federal
airworthiness standards. Since safety is the number one consideration in
the operation of our flights, until we can determine the cause of the
problem and estimate the amount of time necessary for repair, specific
details about a flight’s operation may not be immediately available
causing further delays. Although we expect our representatives to do
everything possible to minimize overall inconvenience, canceling the
flight may only become an option after all efforts to repair the problem
with the aircraft are unsuccessful.
Further, I acknowledge your disappointment with the $100 Electronic
Transportation Credit Vouchers given as a gesture of apology.
Respectfully, this was not meant to place a value on your experience;
rather it was sincere and intended to show that your experience caused
great concern. Delta uses many factors when determining compensation
for our passengers who have been inconvenienced through no fault of
their own. We consider the entire situation, including the cause and
impact. While we understand this was much more than an delay,
respectfully, no further compensation would be due as a result of your
experience. I am sorry to disappoint you as I understand this is not the
answer you were expecting.
In closing, Mr. Lehman, as a valued SkyMiles member since 2004, your
comments are very important to us and we thank you for taking the time
to share your frustrations. While I acknowledge these flights certainly
did not leave a positive impact on any of you, I only hope in the future
you will allow us more opportunities to prove our honest desire to make
things right for you once again.
Coordinator, Corporate Customer Care
Delta Air Lines
In other words, sorry our planes kept breaking, $25 for each of you should well make up for your missed work, school, young children’s well being and your sanity.
Thank goodness there are plenty of other airlines.