Delta "Customer Service"

[SighMN]

I've never flown Delta Airlines before, but I have an upcoming trip where I had to basically use them to go from JFK-MSP. As this is part of an international journey starting in AUH via Etihad I booked it in first class so I have increased baggage allowance, and comfort. I then found out that on this flight that their "dinner" service listed as one of the meal services offered in first class will be a cold service comprising of what some people refer to as "petrol station" quality food. I admit I like having good food on airlines as it passes the time away, but it is also just a nice part of travelling. I wasn't expecting gourmet quality food like Etihad has in their first class cabin, but something a bit better than cold "petrol station" food. To top it all off I found out unlike some US carriers that allow international passengers flying domestically in first class that if I wanted to use the lounge I'd have to pay 50 dollars for what appears to me is basically a seperate airport holding bay for Delta frequent flyers.

I decided to write a small complaint letter via the Delta website as the website basically said "We value all of your feedback and it helps us make a better airline!" I wrote that I found a cold dinner service was pretty poor form, and that they did not match other US airlines in terms of their policy of lounge access for internationally bought first/business class domestic tickets.

This is the reply I got a month later:

Dear SighMN,

Thank you for your email regarding your recent experience on our New York to Minneapolis service.
Please find below some information about the meal service on domestic flight.

[h=2]Food Service[/h]
Flight time and distance are used to determine the food and beverage service you receive onboard your flight. View the information below when making your travel plans.
[h=3]Flight Distance: 900-1,499 Miles (about 2-3.5 hours)[/h]You will also receive a complimentary meal during meal times[SUP]2[/SUP], in addition to our snack selection.

Kind Regards,

DELTA AIR LINES
Customer Service




Someone just copied and pasted the Delta meal policy from the website, and sent it to me. I'm sure the meal will be fine, and I can handle the 50 dollars to the "lounge" but I really thought their response was pretty funny!

 

[N860CR]

Frustrating isn't it... but seems to be a common trend with airline customer care. Both Qantas and Virgin have dedicated customer care sections and in my experience they are just as bad.

Do you have Gold status with Virgin? I believe that provides Delta lounge access on DL operated flights.

 

[SighMN]

Frustrating isn't it... but seems to be a common trend with airline customer care. Both Qantas and Virgin have dedicated customer care sections and in my experience they are just as bad.

Do you have Gold status with Virgin? I believe that provides Delta lounge access on DL operated flights.

I should try to status match with my Etihad gold status, but as I hardly ever fly domestically I never really thought it was worth the trouble. Maybe I will investigate it now. Thanks!

 

[TimB]

This is the reply I got a month later:

Dear SighMN,

Thank you for your email regarding your recent experience on our New York to Minneapolis service.
Please find below some information about the meal service on domestic flight.

Food Service


Flight time and distance are used to determine the food and beverage service you receive onboard your flight. View the information below when making your travel plans.
Flight Distance: 900-1,499 Miles (about 2-3.5 hours)

You will also receive a complimentary meal during meal times[SUP]2[/SUP], in addition to our snack selection.

Kind Regards,

DELTA AIR LINES
Customer Service




Someone just copied and pasted the Delta meal policy from the website, and sent it to me. I'm sure the meal will be fine, and I can handle the 50 dollars to the "lounge" but I really thought their response was pretty funny!

I suggest asking your question again on Twitter to @DeltaAssist. Many people have been raving about the good and speedy service they've had from Delta via Twitter. It seems odd that they can't get email support right but can get Twitter support, but apparently that's the case.

(A senior Delta social media person was on the Airplane Geeks podcast: Airplane Geeks - Episode 166 - Delta Knows Social Media | Airplane Geeks Podcast.)

 

[awilcockson]

Delta have no idea of customer service.

Long story short ... flight delayed due to thunderstorms (not Delta's fault), missed connection. Spent 4 hours lining up to change flights ... then another hour lining up to get my luggage re-routed. Luggage didn't make it to destination until 3 days later, just as I was leaving to come home ... Had to buy clothes and toiletries for the 3 days ... put in a claim for the $50 due to delayed luggage (as per their policy) and denied due to "voluntary separation" whatever that means.

Needless to say I will never fly with Delta again.