Follow up to Dear Delta Customer Care

Dear Dr. Smith,

RE: Case Number xxxxxxx

Thank you for sharing your concerns regarding the service provided while
traveling with us.  On behalf of everyone at Delta Air Lines, I
sincerely apologize for our flight disruption and the unsatisfactory
customer service you encountered.

I understand the frustration you experienced when your plans were
disrupted due to the delay of our flight for mechanical reasons.  I was
especially dismayed to learn that this delay caused you to miss your
connecting flight and arrive three hours later in Daytona than
originally scheduled.  In addition, I am truly sorry for the
inconvenience you were caused when our staffing was inadequate.  Our
goal is to assist passengers in the timeliest manner possible.  During
such circumstances, we expect to provide timely information to our
passengers as they are traveling.  With that said, our team is required
to make announcements at 15 minute-intervals on the status of any flight
irregularity.  Feedback like yours will help us to improve our airport
process and overall customer experience.  Be assured I will be sharing
your comments with our Airport Customer Service leadership team for
internal follow up.

Furthermore, as our Gold Medallion, you are in the best position to
point out areas that need attention.  I apologize for the disappointment
caused when our gate agent refused to print a boarding pass for your new
connecting flight.  Your comments serve as an excellent reminder that
the actions of employees can make a significant difference in passenger
preference.  I recognize your dissatisfaction with the way this
situation was handled, as I understand it is our handling that makes the
greatest and most lasting impression.

Lastly, as a gesture of goodwill for our flight delay and the lack of
customer service, I have added 11,500 bonus miles to your SkyMiles
account.  Please allow three business days for the miles to appear.

Dr. Smith, I thank you for taking the time to write about your recent
flight experience and the service you received.  As a loyal Gold
Medallion member, your business is important to us and given the
opportunity of serving you in the future, I am confident Delta will not
only meet but exceed your expectations.


Coordinator, Customer Care
Delta Air Lines/KLM Royal Dutch Airlines


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