The Delta saga continues

On July 1st I posted  an open letter to Delta on my blog, detailing my flight experience on June 12th.  A member of the Delta Assist Twitter team contacted me that night and asked for my flight my fight info and claim number.  After I provided the information the Delta Assist Twitterling asked for a contact email, and told me that a file would be created.  A file was going to be created?  A file was created on the day of the flight when I talked to my first customer service representative and then again on the 21st when a letter was sent to corporate customer care.  Ten days after the letter was received by corporate and eighteen days after the flight I had heard nothing from Delta,  not even a “We are looking into this” or  a “Go to hell, this isn't worth our time.”  So I took action by posting my letter.

I didn't expect anything to happen over the holiday weekend so I went on with my weekend, including attempting to practice in my Delta-modified fencing chair. On Sunday I was enjoying the Braves game when I saw a Delta commercial where they claim to have the customer's back; they are not just building a bigger airline but a better one.  My experience indicated that was not true, so I re-posted my letter on Twitter.  Another Delta Assist agent contacted me and asked for my flight information and claim number.  This time when I provided the information I informed the agent that they had already received this information on the 12th of June, 21st of June, the 1st of July and now the 3rd of July. It was at this point that I discovered yet another customer service failure.

When I discovered the damage to fencing wheelchair I reported the damage to the first line customer service representatives at the airport. I was told that I would be contacted the next day by a Delta representative to discuss what they could do to assist in the repair and/or replacement of my mobility device. When I told the Delta Assist agent this they informed me that average turnaround time for a response is thirty days. When one person tells me one thing and another tells me something else, the frustration level understandably rises exponentially. I was promised that my case would be escalated yesterday. I won't hold my breath on this one.

I do have to thank the Delta Assist individual that I communicated with on Sunday; they were the first person to apologize and offer to take action on my case.

I'm starting to wonder if Delta sees its disabled customers as secondary citizens whose safety is not as valuable as those people who have a Delta Sky Miles credit card, whose right to mobility can be compromised for the convenience of gate agents, and who can be given false promises to shut them up.

I wish to thank my friends on Twitter and Facebook who have shared my experience with their friends and family. I will keep you updated on how things progress.