Delta Customer Care?
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NewHampshire Black Bears
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Could the answer(perhaps) lie within the context of "that job" possibly being OUTSOURCED ??????
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dl764
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Usually for me about 1 week
deltaflyboy
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As of May 1st Customer Care was handling letters/comment cards received Mar 31 and emails received Mar 24...Those are not exact days but gives us an idea of where they are approximately at in the que..
Customer Care - email, is one of the groups that is outsourced, when Skymiles is pulled back to the USA, Customer Care - email will be sent out, not sure if it is going to India or to the new group in Jamaica...
I finally received an answer today....
On 4-24, my daughter flew home from Germany (military wife) with 2 English Bull Dogs. Flight from MUC was uneventful and the dogs cleared customs in ATL in good shape. My daughter missed her flight to STL but the dogs were sent anyway. (what happened to positive bag check?_ I called DAL to pick up the dogs as next flight would not be in for 5 hours. I was rudely told "no". I explained the the puppies had been crated since MUC. Once again I was told "no". I asked if I could at least leave my home number and the agent refused to take it. I arrived early to pick up the dogs and my daughter. The first thing out of the agent's mouth was, "Those dogs sure stink, I'm going to have to fumigate this room." The baggage room was very hot and as I approached the kennels, I noticed the younger pup totally unresponsive in her kennel. The agent told me she had thrown up and she had given her a little water. I was furious and quickly got the dogs off the airport property. The little one was in such bad shape that she was immediately taken to an emergency vet. Long story short...she had aspiration pneumonia. I contacted DAL and sent the first $2300 in vet bills with a request to do the "right thing" and reimburse me for the expense caused by their negligence. Additional visits have brought the bill to near $3000.
Today, I received an offer of $1494 + $200 off a "future" ticket (with many restrictions). I am offended and appalled that DAL is not willing to reimburse the documented bills. If an airline is going to carry animals, then all personnel should be well versed in proper care of said animals. At the very least a call should have been made to the Humane Society or the local emergency vet. It turns out that my phone number was on the kennel but no attempt was made to contact me (and I live 10 min from the airport). I even sent the STL Station Manager copies of my correspondence to DAL with copies of all bills. Not one person called to inquire on the fate of the puppy. She was in intensive care for 5 days and will have long term breathing problems. Needless to say, we won't be using the $200 on any future DAL flight. As a former airline employee (of 35 years) I know how important customer retention is in hard economic times. Delta has not only lost my business, my family's business, but I intend to pursue every avenue available to have this issue resolved to my satisfaction.
Penelope is now at home, still recovering but at this point it is hopeful that she will not have to be "put down". (No thanks to DAL.)
QA4Jet-A
Veteran
Wishing "Penelope" a fast recovery... from the folks at AirTran 🙂
That is a beautiful jab.
I thought it was a very nice comment. We are all in this crazy industry together. This is a time when good customer service (whether it is cabin, baggage or ticket counter) can make the difference in carrier choice. With all of the available venues for buying tickets, cost is only part of the equation. If costs are pretty much equal, then the carrier with the best customer service will win out. Seems pretty basic, especially for a carrier in bk.
WHY?????????????
She had to clear the dogs through customs, then herself, recheck the dogs and her bags.
Last minute gate change sealed the deal. She arrived at the gate before scheduled departure but the flight had been closed out. Positive bag check should have never allowed the dogs to be put on without her being on board.
Obviously, DAL dropped the ball on this one. What I should of said was that this kind of stuff happens with all airlines. You ran into some non- caring employees. To that, I apologize because it is not the norm. I hope everything works out..
She was late to the gate share responsibility between passengers and company. how many passengers made the flight?
I guess the flight could have been delay to accommodate the late passenger
