Just found out that Delta has a blog:
Delta touts this as a way to communicate with their customers. I think its just another lame attempt by a corporation to give the appearance of caring about their customers. Case in point: the are already deleting any comments that are critical of Delta. This makes the blog useless. If Delta can't take criticism this will just be another example of a corporation stroking itself to feel good.
Ten days and counting since I sent a fedex package to Delta's head of customer service. Still no response.
Let's take a look at some of the mail I got this weekend:
"Good luck with getting a response from Delta. They lost my baggage on a recent trip and tried to tell me for days that I had picked it up-they basically accused me of lying. Funny how it turned up in my connecting city. When I confronted them about this all I got was indifference. they won't be getting any more of my money"
Tim-at least you got a hold of customer service. I was hung up on and laughed at, then I was ignored. Until I hear from them, they won't get anymore of my money (and I'm not holding my breath).
Here's a longer one from "A"
I wanted to fly to Salt Lake City early in the morning so that I am there ahead of time for a presentation. After standing up at 4:40am and driving over an hour to Irvine I finally arrived at the gate. Like before the airplane was late so no panic but then the airplane could not reach the gate because of a fuel spill on another gate. Finally nearly an hour late the plane arrived and we could board. Now after everyone settled in the captain informed us about the backup generator not working and that we have to leave the plan. Then I had to wait in lane another hour to see how I could reach SLC. Finally they decided to do the flight at 12:45pm and so we had to go through security again. Arrived at the gate I had to wait another 20 minutes to get a meal voucher of a whopping $7 even though a Mocha and a sandwich at Starbucks was around $14. Then at 1pm we finally could board again. 20 minutes later the captain finally announced that we go the replacement generator and they are now starting to install it. "What the f... is going on?" I thought. They let us board and wait for an hour like sardines in a tin can even though they knew this all along. Not to mention that they were not able to serve some refreshments while we were sitting and waiting. Finally 2pm we left the gate.
I don't mind the fact that something went wrong and that we had to wait but Delta's behavior made me stand in line for several hours preventing me from doing some work or eat something good and healthy. In addition they only announced as little as possible and so everyone I talk to from Delta was technically not lying but collectively they did. It is like when you are quitting your job or a service agreement with a provider when you will find out what the other party is made of. The way they handle such things says more about a company than any speeches, compliments or awards. In this case it means that customers are just a necessary nuance for the airlines and that the best way to deal with them is to keep them uninformed, waiting and just below the anger threshold. It is like a ride in Disneyland where each corner of the line just reveals a little bit more of the line so that people tend to hope that the next corner is the end of the line. One reason why I try to get around the mandatory trip to Disneyland with my sons is just because of that. It is a day of waiting and spending an awful lot of money. The only dream that is coming true in Disneyland is the dream of the shareholders to get rich.
Maybe Delta accomplished their goal by keeping us around until we finally went under way but I am seriously considering other airlines where I hope they are friendlier and more forthcoming.
Mr. "A"-I went through the same thing and, like you, all I ask is to be informed and not lied to. Unfortunately, it seems Delta employees are trained in lying to the customer. My advice is to tray and contact customer service (good luck-they'll just hang up on you) and if you don't get any satisfaction, don't give them anymore of your money.