Delta Airlines Complaint - Letter I wrote to Delta
AUSTIN, TEXAS -- In response to the letter below, I was offered 2 $100 vouchers that don't work online.
These people *know* that no one will use their vouchers if they are worthless online. I wrote back and told them that if they were really sorry for their bad service that they would send $100 in cash.
I have not heard back...I suspect that I won't.
My letter follows:
I feel I need to write to you to let you know my level of disappointment in my recent flight with Delta.
My wife and I recently flew to Jamaica to celebrate our 25th anniversary. We upgraded to first class as part of our celebration. This was a regrettable decision on our part. First class is not a value at all on Delta.
1.Meals. Delta is the only major airline that does not provide First Class passengers with a meal. Continental, AA, British Airways, etc all offer meals to First Class passengers. I understand that you have new executives because of your recent emergence from bankruptcy. I'd like to have a personal conversation with any of them who feels that cheese crackers and oatmeal bars are a meal worthy of a Delta First Class passenger.
2.Service. During one leg of our flight, I wanted to request a drink from an attendant. It had been about 10 minutes since I had seen an attendant (most airlines have someone dedicated to the First Class cabin, apparently Delta does not feel its First Class passengers would like a higher level of service for the higher fee.). 5 - 6 minutes after pressing the service request indicator, an attendant rushed by and turned off the indicator. She did not ask what we wanted – she just hurried past. I'd like to have a talk with anyone at your company who thinks that this is acceptable service.
3.Policies: one advantage to flying First Class (on most airlines) is that the lavatories are dedicated to the people who paid to upgrade. This results in shorter lines. Delta allows coach passengers to use the First Class lavatories. Even though we paid for not having to wait in line, I was forced to wait behind 3 coach passengers who decided on a free upgrade to the First Class lavatories. My wife an I paid a good premium in order to not have to wait in long lines.
4.Noise levels: My wife and I were looking forward to a nice quiet trip back to the US. Unfortunately, we were surrounded by screaming infants (one in row 1 and one in row 3 – we sat in row 2). I know that Delta is not responsible for the rudeness of fellow passengers, but maybe airlines in general should put a low age limit on those traveling in the First Class cabin.
6.Baggage: in 4 trip legs, I had 2 bags damaged. This is inexcusable. Baggage handlers who are careless should be fired on the spot and the cost to repair their damage should be held from their final check. When other handlers see that airlines are serious about holding handlers responsible, I guarantee that they will become more careful.
7.Arrival Delay: We sat on the tarmac for about 15 minutes on one leg because there was a jet in our spot. How on earth does this happen?? Is it a surprise that flights are scheduled to take a spot at the gate?? This is just horrible planning on someone's part.
As you can tell, my wife and I are extremely disappointed with Delta. The best constructive criticism I can give is for some of your executives to fly on Continental or American. Until your service is on par with them, we will probably not be flying Delta. I have already applied for an Amex frequent flier card with American Airlines.
I welcome a call from any of your senior management team to discuss this. I do not want a call from some middle manager. That's just a waste of my time and the middle manager's.
My email address is and my phone number is 512-xxx-yyyy
June 8 - DL 422 AUS -> ATL
June 8 - DL 743 ATL -> MBJ
June 16 - 742 MBJ -> ATL
June 16 - 431 ATL -> AUS
Further: Your website needs a bit of work. When I try to enter this information, I get a page saying:
Required Fields Missing or Invalid
System Unavailable. We are sorry but this service is unavailable at this time. Please try again later.
Which fields?? What's wrong?? Is your system really down?
A company with a real IT staff would insist on good error handling of their site.