Tuesday, March 07, 2006

Delta 'customer service' in action

Mike Landman blogs about his experience with Delta Airlines, and one of the most appalling cases of bad customer service ever blogged.

Flying in first class, Landman was sitting next to a passenger who got so drunk that he spilled red wine all over his seat, all over his iPod, and all over his $100 noise cancelling headphones. Delta continued to serve this passenger alcohol. When Landman explained to Delta what had happened and asked for a refund, the response from Delta’s Manager of Customer Service read like something from The Big Book of Exactly Wrong Customer Service (not an actual book...yet):

Mr. Landman, we can certainly appreciate your feelings and regret your disappointment.  Since you completed your trip and the fare you paid is correct, we must respectfully decline your request for a refund.

As Landman replies:

I particularity like the fact that I completed the flight as justification that in fact it must not have been that bad. Apparently I was to do one of 2 things:

1. Jump out
2. Not return home

Then, apparently, my dissatisfaction would have been proven by my actions, not merely my words.

Delta continues:

However, in the interest of your goodwill, we will mail our Transportation Credit for $250.00.  The voucher is valid for one year from the date of issue, and can be used toward the purchase of a future Delta ticket...

In other words, “Our airline gave you the worst travelling experience of your life. Please come back for more!”