Tuesday, September 4, 2007
The Plot Thickens...
Got a phone call from the executive office at Delta. I'll be returning the call today and will post the outcome of the call as soon as I'm done. Stay tuned....
Thursday, August 30, 2007
This Just In..
Just got an (anonymous) email that gave me the phone number of Lee Macenczak's office. He's the head of Delta customer service. I just called and left a message with his assistant. Let's hope it gets me somewhere.
I've said all along that all I want is an apology and some sort of compensation for the horrible experience they put me through. I think six years is an awfully long time to wait for a resolution to this, but I am willing to give them the benefit of the doubt. So, no horror stories from the mailbag today, let's see if Delta does the right thing.
I'll keep everybody posted.
I've said all along that all I want is an apology and some sort of compensation for the horrible experience they put me through. I think six years is an awfully long time to wait for a resolution to this, but I am willing to give them the benefit of the doubt. So, no horror stories from the mailbag today, let's see if Delta does the right thing.
I'll keep everybody posted.
Tuesday, August 28, 2007
Still sifting through all the mail
All I have to say is...WOW! There are a whole lot of people who don't like Delta. I'm quite busy this week, so I may not be updating every day, but I'll try to post a little more frequently later on in the week.
I am seeing a recurring theme in the e-mails I am getting-Delta's current customer service mindset, for lack of a better term, is "say anything to get rid of them".
Case in point. A Mr. "J" sent this email to Delta recently:
Last week I emailed you about my experience on Delta on June 30th. I still have not received a response. One of the issues was the wet and soiled clothing in our delayed luggage. I told you we had taken some of it to the cleaners to see if it could be salvaged. Unfortunately one of my wife’s blouses is permanently stained.
Yesterday was our return trip. We were scheduled on 4109 from MKE, connecting through ATL to PBI. 4109 was initially delayed and subsequently cancelled (mechanical). We were rebooked (I don’t remember the flight numbers) but they were also delayed (not sure why) and they were going to rebook us even later to arrive in PBI after midnight. Because I was scheduled on 466 at 7:45 this morning, PBI to LGA I asked to be rebooked instead to LGA or JFK last night. We were put on 4194 from MKE to CVG and arrived at 4:05 to wait for 4996 to JFK at 7:25. At 7:00 they announced a weather delay to 8:25. I went to the counter and asked if they had both equipment and crew to which your agent replied “yes” with a disdainful smirk. At 8:00 they announced a further delay as they were waiting for a crew member to arrive. We found out later it was the pilot. We departed about 9:00 and eventually arrived at JFK and as hard as it might be to believe, out luggage was on the flight.
In the last week I have suffered 24 hours in delays and delayed luggage with wet and soiled clothing on relatively short journeys. The excuses included weather, mechanical, and crew. I’m not sure if there are any others in your arsenal. In all that time I have witnessed hundreds of other Delta customers delayed, cancelled, and generally being treated with indifference by your employees. I will not accuse your gate agent of deliberately lying to me yesterday (she was probably just trying to placate and pacify me), but it seems that your employees, in the airports, on the SkyMiles special services number, in your baggage department, and even in your Crown Rooms are neither empowered nor motivated to do anything more for a customer than to make excuses and get them out of the way, not even being sincerely contrite about the problems. Your customers experience long waits in airports and sometimes days pass before they get to their scheduled destination. I cannot imagine how many vacations you have ruined and business trips you have interrupted. It seems the best experience one can expect from Delta is to arrive within a few hours of their original schedule, to minimize the negative impressions, not to somehow truly delight your customers, to make them loyal fans and repeat customers. Unfortunately for all the Delta employees that sort of corporate culture is demoralizing and if not corrected will take you once again into to bankruptcy and unemployment for many. It is truly a failure of senior leadership in your company.
As for me, I must now make arrangements to get my wife from New York to Delray Beach (probably JetBlue), where we were supposed to be last night, and I will continue my trip on to Charleston later this week and eventually join her (US Air). This chapter is over, except for the damaged blouse, and a deeply embedded distrust of Delta.
"It is truly a failure of senior leadership in your company." Well said, sir.
I am seeing a recurring theme in the e-mails I am getting-Delta's current customer service mindset, for lack of a better term, is "say anything to get rid of them".
Case in point. A Mr. "J" sent this email to Delta recently:
Last week I emailed you about my experience on Delta on June 30th. I still have not received a response. One of the issues was the wet and soiled clothing in our delayed luggage. I told you we had taken some of it to the cleaners to see if it could be salvaged. Unfortunately one of my wife’s blouses is permanently stained.
Yesterday was our return trip. We were scheduled on 4109 from MKE, connecting through ATL to PBI. 4109 was initially delayed and subsequently cancelled (mechanical). We were rebooked (I don’t remember the flight numbers) but they were also delayed (not sure why) and they were going to rebook us even later to arrive in PBI after midnight. Because I was scheduled on 466 at 7:45 this morning, PBI to LGA I asked to be rebooked instead to LGA or JFK last night. We were put on 4194 from MKE to CVG and arrived at 4:05 to wait for 4996 to JFK at 7:25. At 7:00 they announced a weather delay to 8:25. I went to the counter and asked if they had both equipment and crew to which your agent replied “yes” with a disdainful smirk. At 8:00 they announced a further delay as they were waiting for a crew member to arrive. We found out later it was the pilot. We departed about 9:00 and eventually arrived at JFK and as hard as it might be to believe, out luggage was on the flight.
In the last week I have suffered 24 hours in delays and delayed luggage with wet and soiled clothing on relatively short journeys. The excuses included weather, mechanical, and crew. I’m not sure if there are any others in your arsenal. In all that time I have witnessed hundreds of other Delta customers delayed, cancelled, and generally being treated with indifference by your employees. I will not accuse your gate agent of deliberately lying to me yesterday (she was probably just trying to placate and pacify me), but it seems that your employees, in the airports, on the SkyMiles special services number, in your baggage department, and even in your Crown Rooms are neither empowered nor motivated to do anything more for a customer than to make excuses and get them out of the way, not even being sincerely contrite about the problems. Your customers experience long waits in airports and sometimes days pass before they get to their scheduled destination. I cannot imagine how many vacations you have ruined and business trips you have interrupted. It seems the best experience one can expect from Delta is to arrive within a few hours of their original schedule, to minimize the negative impressions, not to somehow truly delight your customers, to make them loyal fans and repeat customers. Unfortunately for all the Delta employees that sort of corporate culture is demoralizing and if not corrected will take you once again into to bankruptcy and unemployment for many. It is truly a failure of senior leadership in your company.
As for me, I must now make arrangements to get my wife from New York to Delray Beach (probably JetBlue), where we were supposed to be last night, and I will continue my trip on to Charleston later this week and eventually join her (US Air). This chapter is over, except for the damaged blouse, and a deeply embedded distrust of Delta.
"It is truly a failure of senior leadership in your company." Well said, sir.
Monday, August 27, 2007
I am dissapointed
A week or so after I started this blog, I began an e-mail correspondence with a Delta employee. She (well, I assume it was a she since her e-mails have been anonymous) told me that Delta had instituted a new program designed to greatly improve their customer service. She told me to contact Delta about my bad experience and, she told me, that I would be "pleasantly surprised" with how quickly my complaint would be addressed. Well, I have sent fedex letters to the number one and number two people in their customer service department. It has been ten days with no response from Delta and I am surprised and not pleasantly so.
I had high hopes that this person, who spoke so highly of her organization and how they were turning things around, would be right and I would get a call or an e-mail from the higher ups at the airline. Unfortunately, their lack of action reinforces what I and the hundreds of people who have e-mailed me already know-Delta doesn't give a rat's behind about their customers.
I'm sure this Delta employee won't last long anyway-she is nice and treats people with respect.
Here is another post from the mailbag. This is from "anonymous" who experienced the "new and improved " customer service this Delta employee was talking about:
I have flown all the major airlines, and have found they can all slip up, but none compares to the horrendous experience of flying Delta. United may have a few surly employees, but none show the incompetence of their Delta counterparts.
On my most recent Delta nightmare started at check-in at Atlanta. The desk agents must have attended the Taliban school of customer service, and were yelling at everyone who had a question. I was one of the fortunate passengers who made it through without getting an earful for committing the crime of flying the airline and paying these peoples' salaries. I checked in two and a half hours before my flight took off, had a direct flight, the weather was good, so I figured it should be a fairly relaxing travel experience. And it was, until I got on the plane and was crammed into a 757 seat that looked like it hadn't been cleaned since the Reagan administration.
When I landed, the airport felt like a soap commercial compared to the filthy jet from which I had just deplaned. I then spent 45 minutes waiting for my bag, which never made it. In the midst of yelling at other passengers whose bags they had lost, the local baggage office staff gave me the 800# for tracking my poor, lost suitcase. I asked how they could lose a suitcase on a direct flight for which I checked in so early, but logic did not seem to be their strong point.
The 800# was a joke. It was almost always busy, and when I got through, I was on hold for nearly an hour before someone picked up. The people I spoke to were useless, the only thing they could tell me was that my bag might be on the next flight. That was an OK answer right after I landed, but not five days later when over 50 more direct flights had come in from Atlanta. After learning that it would be three months before I received compensation, I decided to speed up the process by going to the airport. At this point, Osama bin Baggage Man at the baggage office refused to help me get a claim form, or to give me any information on my bag.
Not having any more time to deal with this lame airline, I decided I had to accept the loss. Considering that the Atlanta hub makes O'Hare look well run, I hope I don't have to fly Delta again. But next time if they ask me if my bags have been with me at all times, I'll make sure they stay with me after I board the plane.
I had high hopes that this person, who spoke so highly of her organization and how they were turning things around, would be right and I would get a call or an e-mail from the higher ups at the airline. Unfortunately, their lack of action reinforces what I and the hundreds of people who have e-mailed me already know-Delta doesn't give a rat's behind about their customers.
I'm sure this Delta employee won't last long anyway-she is nice and treats people with respect.
Here is another post from the mailbag. This is from "anonymous" who experienced the "new and improved " customer service this Delta employee was talking about:
I have flown all the major airlines, and have found they can all slip up, but none compares to the horrendous experience of flying Delta. United may have a few surly employees, but none show the incompetence of their Delta counterparts.
On my most recent Delta nightmare started at check-in at Atlanta. The desk agents must have attended the Taliban school of customer service, and were yelling at everyone who had a question. I was one of the fortunate passengers who made it through without getting an earful for committing the crime of flying the airline and paying these peoples' salaries. I checked in two and a half hours before my flight took off, had a direct flight, the weather was good, so I figured it should be a fairly relaxing travel experience. And it was, until I got on the plane and was crammed into a 757 seat that looked like it hadn't been cleaned since the Reagan administration.
When I landed, the airport felt like a soap commercial compared to the filthy jet from which I had just deplaned. I then spent 45 minutes waiting for my bag, which never made it. In the midst of yelling at other passengers whose bags they had lost, the local baggage office staff gave me the 800# for tracking my poor, lost suitcase. I asked how they could lose a suitcase on a direct flight for which I checked in so early, but logic did not seem to be their strong point.
The 800# was a joke. It was almost always busy, and when I got through, I was on hold for nearly an hour before someone picked up. The people I spoke to were useless, the only thing they could tell me was that my bag might be on the next flight. That was an OK answer right after I landed, but not five days later when over 50 more direct flights had come in from Atlanta. After learning that it would be three months before I received compensation, I decided to speed up the process by going to the airport. At this point, Osama bin Baggage Man at the baggage office refused to help me get a claim form, or to give me any information on my bag.
Not having any more time to deal with this lame airline, I decided I had to accept the loss. Considering that the Atlanta hub makes O'Hare look well run, I hope I don't have to fly Delta again. But next time if they ask me if my bags have been with me at all times, I'll make sure they stay with me after I board the plane.
Delta has a blog
Just found out that Delta has a blog:
http://blog.delta.com/
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:
From "timrum"
"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.
http://blog.delta.com/
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:
From "timrum"
"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.
Friday, August 24, 2007
More letters and stories
I got this from "Thomas". This sums up many of the communications I get regarding Delta's abysmal customer service.
"I came across this blog when I was doing a search for a way to get in touch with Delta's executives so I can let them know that they are coming close to losing a good customer. I have been flying Delta for over eight years now and I have tens of thousands of frequent flier miles. Does that matter to Delta? Evidently not. In the past six months I have been insulted, ignored and lied to by Delta employees. Whan I call to complain, I get indifference or get put on hold forever until I hang up in frustration. I sometimes have to fly other airlines and the difference is like night and day. Example: I flew northwest the other day. The staff was attentive and friendly, and while we had a delay getting off the ground the pilot kept us informed as to why we were taking off late and gave us updates on the situation.
I was in the same situation with Delta a few weeks ago and we kept getting contradictory information. First it was mechanical. Then it was the weather. Then it was the fuel numbers didn't match (whatever that means). Because we were late I missed my connection (the last flight out) and had to stay the night at the airport because (this from a Delta employee) "Delta doesn't compensate passengers for weather related delays". Funny, I didn't know that mechanical problems and messed up fuel numbers were weather related.
My advice to anyone reading this: DON'T FLY DELTA. EVER. As sson as I can use up my FF miles I'm going to another carrier. BTW, thanks for letting people know how crappy Delta is. Good luck to you."
Thomas, good luck to you also. I can empathize because I've been on the receiving end of Delta's "customer service" and so have my employees. It got so bad that I now forbid my people from flying on Delta. I just couldn't afford the lost work time and stress on my employees. We now fly Continental or Northwest. I find it interesting that since we took Delta out of the mix, my employees are less stressed and are missing less days of work after travel. But, hey, that's just my opinion.
"I came across this blog when I was doing a search for a way to get in touch with Delta's executives so I can let them know that they are coming close to losing a good customer. I have been flying Delta for over eight years now and I have tens of thousands of frequent flier miles. Does that matter to Delta? Evidently not. In the past six months I have been insulted, ignored and lied to by Delta employees. Whan I call to complain, I get indifference or get put on hold forever until I hang up in frustration. I sometimes have to fly other airlines and the difference is like night and day. Example: I flew northwest the other day. The staff was attentive and friendly, and while we had a delay getting off the ground the pilot kept us informed as to why we were taking off late and gave us updates on the situation.
I was in the same situation with Delta a few weeks ago and we kept getting contradictory information. First it was mechanical. Then it was the weather. Then it was the fuel numbers didn't match (whatever that means). Because we were late I missed my connection (the last flight out) and had to stay the night at the airport because (this from a Delta employee) "Delta doesn't compensate passengers for weather related delays". Funny, I didn't know that mechanical problems and messed up fuel numbers were weather related.
My advice to anyone reading this: DON'T FLY DELTA. EVER. As sson as I can use up my FF miles I'm going to another carrier. BTW, thanks for letting people know how crappy Delta is. Good luck to you."
Thomas, good luck to you also. I can empathize because I've been on the receiving end of Delta's "customer service" and so have my employees. It got so bad that I now forbid my people from flying on Delta. I just couldn't afford the lost work time and stress on my employees. We now fly Continental or Northwest. I find it interesting that since we took Delta out of the mix, my employees are less stressed and are missing less days of work after travel. But, hey, that's just my opinion.
Thursday, August 23, 2007
It is sad...
That an airline that I dearly loved flying has sunk so low. Used to be I was greeted by name at the check-in counter and when I got on the plane. If there was any problem with the flight I was given an explanation and an apology. If the problem was Delta's fault I was given a voucher or an upgrade.
Fast forward to today where Delta's staff is overworked and stretched to the limit. You might get a cursory hello if you are lucky. If anything goes wrong with the flight, you are lied to, given the runaround or, in my case, ignored.
I hope Delta returns to the days of excellent customer service and takes responsibility for their screw-ups. They have a new marketing campaign touting their new and improved customer service, but I haven't seen any evidence of that since they continue to ignore my complaint. It might change-But I'm not betting on it.
It has been six days and counting since Delta got my letter. Still no response. Looks like Rudy is going to lose the bet
To illustrate my point, here a recent story of how the "New" delta is acting like the "Old" Delta
It was supposed to be a relaxing weekend with a group of dear friends in Maine. It sure didn't start out that way...
On Friday afternoon, we get to JFK airport to be told by a Delta representative that our flight was canceled.
"The weather," says the rep as if that answers everything.
"The weather? Why don't you just wait for the weather to get better rather than canceling?" I say.
"I don't know. It's the pilot's decision," she says.
"It seems odd. It is gorgeous in New York, Boston and Maine," I say.
"Sorry. The computer says the weather is bad." Says the rep. She was done with us. No offer to put us on a different flight, compensate us, nothing.
Well, if the computer says the weather is bad, then it must be bad. Still, something tells me that "the computer" also finds it convenient to cancel flights and then blame the weather to avoid having to compensate travelers. This is not the first time Delta has been accused of doing this.
I will spare you the details of our adventurous trip up to Maine but I will mention that they finally put us on an alternative flight to Boston instead (somehow, the weather for that flight was OK) and a shuttle from there to Portland, ME. Needless to say, the weather was great throughout this entire trip.
I was shocked how poorly Delta treated us. They basically kept saying "Well, it's the weather, there is nothing we can do." I know for a fact that there are things they can do. So can I. Never flying Delta again is step one. (Unless, of course, I get a personal apology letter from Delta's CEO, like Bruce Nussbaum from Business Week did. Yeah, right.)
"New" Delta my ass.
Fast forward to today where Delta's staff is overworked and stretched to the limit. You might get a cursory hello if you are lucky. If anything goes wrong with the flight, you are lied to, given the runaround or, in my case, ignored.
I hope Delta returns to the days of excellent customer service and takes responsibility for their screw-ups. They have a new marketing campaign touting their new and improved customer service, but I haven't seen any evidence of that since they continue to ignore my complaint. It might change-But I'm not betting on it.
It has been six days and counting since Delta got my letter. Still no response. Looks like Rudy is going to lose the bet
To illustrate my point, here a recent story of how the "New" delta is acting like the "Old" Delta
It was supposed to be a relaxing weekend with a group of dear friends in Maine. It sure didn't start out that way...
On Friday afternoon, we get to JFK airport to be told by a Delta representative that our flight was canceled.
"The weather," says the rep as if that answers everything.
"The weather? Why don't you just wait for the weather to get better rather than canceling?" I say.
"I don't know. It's the pilot's decision," she says.
"It seems odd. It is gorgeous in New York, Boston and Maine," I say.
"Sorry. The computer says the weather is bad." Says the rep. She was done with us. No offer to put us on a different flight, compensate us, nothing.
Well, if the computer says the weather is bad, then it must be bad. Still, something tells me that "the computer" also finds it convenient to cancel flights and then blame the weather to avoid having to compensate travelers. This is not the first time Delta has been accused of doing this.
I will spare you the details of our adventurous trip up to Maine but I will mention that they finally put us on an alternative flight to Boston instead (somehow, the weather for that flight was OK) and a shuttle from there to Portland, ME. Needless to say, the weather was great throughout this entire trip.
I was shocked how poorly Delta treated us. They basically kept saying "Well, it's the weather, there is nothing we can do." I know for a fact that there are things they can do. So can I. Never flying Delta again is step one. (Unless, of course, I get a personal apology letter from Delta's CEO, like Bruce Nussbaum from Business Week did. Yeah, right.)
"New" Delta my ass.
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