RE: Concord Case Number NNNNNNNNN
Your experience while traveling with us from Atlanta to Seattle/Tacoma
on July NNN has been forwarded to my attention for review and response.
On behalf of everyone at Delta Air Lines, I sincerely apologize for the
inconvenience caused by our flight delay and the manner in which it was
After learning of the numerous delays on our Flight NNNN and eventual
aircraft substitution, I can certainly see why your travel coordinator
wished to bring this matter to our attention. I understand the
frustration you experienced when your plans were disrupted due to the
delay of our flight for mechanical reasons. I can only imagine how
annoying it must have been when our flight delayed caused you to arrive
in Seattle/Tacoma much later than originally scheduled.
Equally, we are genuinely apologetic to learn that you were not provided
with frequent and accurate information regarding the nature of our day
by our airport staff. It is not our practice to retain passengers by
giving them unrealistic departure times or withholding flight
information. Our customers expect efficient, dependable service, and
that is exactly what we want to provide. Unfortunately, this mechanical
postponement resulted in a "creeping delay" after the determination was
made that more time was required for repair than originally expected, or
find an alternate replacement aircraft. Once more, please accept our
sincerest apologies for the manner our flight delay was handled.
Admittedly, all of the events that were relayed to me are not reflective
of the level of service that we are striving to provide. As such,
please be assured that your experience has been carefully documented and
a detailed description will be shared with our Airport Customer Service
leadership team at Atlanta for internal follow up.
In an effort to demonstrate to you how truly sorry we are for your
lengthy flight delay and the manner in which it was handled, as a
gesture of goodwill, I have issued an Electronic Transportation Credit
(eTCV) in the amount of $NNN. Please note the voucher number and
associated Terms and Conditions will be arriving in a separate email.
Please keep the Terms and Conditions, since the eTCV number is required
for redemption. The eTCV can be used online at http://www.delta.com or when
booking directly through one of our Reservations offices.
Mr. YYYYYYY, thank you for your support as both a ZZZZZZ Corporate
traveler and WorldPerks Gold Elite member. Be assured, we will make
every attempt to serve you well by maintaining a safe and reliable
operations which meets your business travel needs. We are focused on
the future and look forward to our continued business relationship.
Coordinator, Customer Care
Northwest/KLM/Delta Air Lines
Northwest Airlines is now part of Delta Air Line