Get a load of this email thread between Gary Hall (aka drag star Shequida) and Delta Airlines over terrible service that caused Hall to miss his flight and forfeit big sums of money.
In return, they offered him 100 smackers. And he smacked them right back down!
“I arrived at the airport on May 26th at 1:40pm for my flight at 3:50pm to Amsterdam. As I arrived by Airtrain, I was told to go to terminal 4 for Delta check in. When I got there I asked a Delta rep if I was on the right line for my flight to Amsterdam and she said yes.
“I waited on line for one hour. When I arrived at the counter, the counter rep said that I was in the wrong terminal. I told her that I had waited for an hour and would be late by the time I traveled to the other terminal. I asked if she could check me in or at least call to say that I was on my way to the right terminal. She said, ‘Sorry I cant do that here’.
“Not thinking to ask her name and now in a complete mad rush, I grabbed my bags and got back on the Airtrain to terminal 3.
“When I arrived, I explained to another rep what had happened and he apologized and said, ‘Yeah, its crazy here today, sorry.’ He said he would see what he could do.
“He escorted me to the front of the line where I waited another 15 minutes. It was now about 3:15. I went up to the agent and she said, ‘Sorry, there is nothing I can do, it’s too late to check you in.’ Even after I had explained what had happened. I then asked for other possible options and she said the only way was to buy a new ticket for over $2000 dollars.
“Now I don’t really understand how you guys can treat your costumers like this. It’s not like I did not show the rep at terminal 4 my reservation and even said Amsterdam. I speak English very well I think. I am a trained opera singer and like to think I have a strong grasp of English. It is my mother tongue. I ended up paying a lot of money for both reps’ mistake. Even the rep at terminal 3 said the agent at terminal 4 could and should have already checked me in.
“I had to buy an entire new ticket at the cost of $1,957.70. Plus I had to buy new connecting flights as my end destination was Madrid then Valencia. Your reps’ mistake and lack of caring consideration made me miss all my connections. So not only did I lose the money from the original trip, I ended up having to pay for 2 flights and a hotel just to get to my final destination at total cost of $2,253.64 I have receipts to prove all this.
“Now I know you people make millions and that amount is nothing to you. For me this is a lot of money that will take me many months of hard work to make back.
“I travel often with Delta and have had to wait many times for your delays without even giving your passengers a bottle of water. And I am not even talking about weather related delays. Those everyone understands.
“I am hoping that you will do the right thing and not just treat your costumers as if they do not matter. I would like to come to some sort of amicable resolution to this matter. If nothing is done and this is just swept under the carpet, or piled in a big box of complaints, I will have to send this email to all my contacts in the press, including my friends at CNN, NBC News, Fox News, Village Voice, etc,to name a few. Not to mention my email contact list which include over 60,000 thousand people.
Looking forward to hearing from you
“Dear Mr. Hall,
“Thank you for sharing your concerns regarding the service provided while traveling with us. On behalf of Delta Air Lines, I sincerely apologize for the inaccurate information and disappointing service provided by our counter agents at the John F. Kennedy International Airport.
“As our customer, you are in the best position to point out areas that need attention. Our goal is to provide consistent and accurate information to our passengers in the timeliest manner possible. I am truly sorry in this instance you did not receive the service you expected and should have received from our team members, as we expect our employees to be helpful and professional at all times.
“Feedback like yours will help us improve our airport process and overall customer experience.
“Additionally, as per our check-in guidelines, if a passenger has not checked in and boarded the aircraft within our guidelines, they risk having their reservation canceled. I realize the expenses you had to incur as you missed your flight while being transferred from one terminal to another. Please know I will be sharing your comments with our Airport Customer Service leadership team for internal follow up.
“Further, I am also sorry for the excessive number of delays you have experienced while traveling with us, and I certainly understand your frustration. Flying with Delta should be enjoyable, but the inconvenience you experienced does not support our goal of providing a high level of service and value to our customers. Customer service is very important to us, and we are working hard to continually improve and meet high customer expectations.
“As a gesture of goodwill for the inaccurate information rendered by our counter agents, I have issued an Electronic Transportation Credit Voucher (eTCV) in the amount of $100.00. Please note the voucher number and associated Terms and Conditions will be arriving in a separate email. Please keep the voucher number and the Terms and Conditions since the number is required for redemption. It is also important for me to mention that no charge is assessed for reservations confirmed online at delta.com.
“Mr. Hall, I hope I have been able to resolve any concerns you have about our service. 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.
Pamela M. Mendes
Coordinator, Customer Care
Delta Air Lines/KLM Royal Dutch Airlines”
Dear Pamela M. Mendes:
“Well thank you so much for your kindly response.
“However I do not feel this is any any way close to fair compensation for the amount of money I was out. Not only the original airfare but the over 2,200 dollars I had to spend on top of that to get to my final destination due to the inaccurate information and lack of care of your reps and agents at JFK airport. I missed my flight because of them. I did all that was asked of me as a passenger in terms of arriving in more than enough time as per Delta Guidelines.
“Saying that you hope and are confident Delta will not only meet but exceed your expectations is a statement that falls very flat in this instant.
“A COMPENSATION OF $100 DOLLARS IS AN ABSOLUTE INSULT. Not only to me but to any passenger that flies your airlines.
“I truly thought that Delta would step up and do the right thing. In time when passenger confidence is down and your fees keep going up. I was hoping to keep this on a personal level and not involve press. But by insulting me and all passengers with that offer you almost leave me no choice.
“I will hold off for a day but after that, I will sadly do as I must to keep this from ever happening to any other passenger in the future.
“Here is hoping you will take this more seriously than it seems you have before with your offer off a $100 voucher.
Dear Mr. Hall,
“Thank you for writing and allowing me the opportunity to further review your concerns. On behalf of Delta Air Lines, I am genuinely sorry you were dissatisfied with my response.
“The gesture I extended was not meant to place a value on your experience; rather it was an attempt to make amends for your disappointment with our service. Respectfully, additional considerations would not be due. I am sorry to disappoint you, as I understand this is not the answer you were expecting.
“Mr. Hall, again, I apologize. Your support is important to us, and I thank you for your additional time and effort. We appreciate your business with Delta.
Pamela M. Mendes”