Monday, July 18, 2011

an update about delta

I'm not sure about this response... it SEEMS good and yet something rubbed me the wrong way... maybe it's just me?

Silvia received a response from Delta. She is pleased that they have educated the involved staff members and apologized.  

. > Date: Mon, 11 Jul 2011 12:55:09 -0500
> From:
> To:
> Subject: Re: CC-Customer Care-Complaint-Inflight (KMM9133994V66886L0KM)
> Dear Ms. *****,
> RE: Case Number 3736719
> Thank you for sharing your concerns regarding the service provided when
> you and your children traveled with us between Berlin and Seattle via
> Amsterdam on June 11, 2011 of KLM operated Flight 1824 and Delta
> operated Flight 223. On behalf of everyone at Delta Air Lines and our
> Joint Venture Partner, KLM Royal Dutch Airlines, I sincerely apologize
> for your disappointing inflight experience onboard our Flight 223.
> To begin, I certainly understand the feelings you described. After
> reading your comments that our flight attendant approached you in a rude
> manner, I certainly understand why you wanted to bring this matter to
> our attention. I am disheartened to learn you felt trapped onboard our
> Flight 223. We expect our flight attendants to be helpful and
> professional at all times. At Delta, we are privileged to serve
> thousands of customers from around the world every day and as a result
> of our efforts to meet the needs of a diverse customer base, your
> comments were disheartening and taken very seriously. I am truly sorry
> for this upsetting experience.
> We have thoroughly reviewed your communication and I understand you felt
> like you were treated in a discriminatory manner. In your letter you
> state that simply denying a woman her legal right to nurse in public, is
> an act of humiliation and discrimination.
> Ms. ******, we strive to provide everyone with an enjoyable and
> comfortable cabin environment. Additionally, we truly wish there were
> some way to ensure that passengers would be considerate of all
> travelers.
> I understand your interpretation of this event, and I want to assure you
> this incident has been reviewed with the team member involved. We
> acknowledge it was not handled with the type of customer service focus
> we expect. While I cannot conclude there was any discriminatory intent,
> appropriate action was taken through education and counseling to ensure
> a similar situation does not occur in the future.
> Again, I hope you will accept my sincere apology for the lack of
> customer service you encountered onboard our flight. Your business is
> important to us and given the opportunity of serving you and your family
> members in the future, I am confident Delta and KLM will not only meet
> but exceed your expectations.
> Sincerely,
> Daniela Niko
> Coordinator, Customer Care
> Delta Air Lines