Journals

  Today, I got a letter in the mail from Delta Connection and Comair!  In the letter, they tried to explain their position which I already know when I was on the flight.  But they did apologize for their crew's behavior, which I appreciate.  Although parts of the letter felt a bit boiler plate, it still feels sincere overall, and they also gave me a $100 voucher for a future Delta flight.  It's a pretty nice gesture.  To me, it shows that they are at least making an effort to make up for bad service.    In the letter, they also promise to take corrective action.  If they do take corrective actions to improve their service, I feel like I have done a small part and somewhat mission accomplished.  I also have to give Better Business Bureau some credit.  They did forward my complaint, and it ended up affecting change.  It took 2 months, but it eventually delivered something for the average consumer.     Also, in the one year duration that the voucher is valid, I will actually find a way to donate the flight to someone in need.  I'm not in it for the money, and hope this voucher can be of use to someone who needs it.      I am attaching the Delta letter here for your reference, so you can get the unbiased, unfiltered response of Delta service:   Dear Mr. Tsao,  Several weeks ago you contacted the Better Business Bureau regarding your travel experience with Comair on March 12th traveling from Austin to New York.  The Bureau, in turn, forwarded your information to Delta Air Lines in Atlanta.  Since your travel experience was with Comair, your information was forwarded on to us for further investigation and final response.  On behalf of Comair, please accept my apology for the difficulties you experienced in March and for our delay in sending this response .  Your patience during this time has been appreciated.     Unfortunately, due to weight and balance restrictions with the aircraft scheduled to operate the flight, it became necessary to re-distribute the weight near the rear of the aircraft.  During the course of flight operations it sometimes becomes necessary to re-seat passengers in an attempt to evenly distribute the weight on the plane.   Since weather was anticipated en route to New York, the Flight crew requested the Flight Attendant to re-seat those passengers near the rear of the aircraft which would re-distribute and balance the weight.  This is done in the interest of safety for all passengers on board.  Though I regret the inconvenience this may have caused, I'm certain you will understand the reason why it became necessary.  I apologize if our flight crew did not sufficiently explain why they needed to re-seat passengers or if your attempt to assist in the process was miscontrued.   We realize that the way our people respond to our customers is what will ultimately determine how our customers will feel about us.  I can certainly understand your unfavorable feelings towards the individuals who demonstrated such insensitivity and disregard for your assistance.     Customer Service is the cornerstone of our business, and our Representatives are to provide, courteous and friendly service which is stressed at Comair.  I sincerely regret that these standards that we strive so hard to achieve were not provided.  I apologize again that we failed you on this aspect of our service.  Please know that that I have relayed your comments to the appropriate Manage teams for our crews to ensure corrective measures are taken to ensure better handling in the future.     In the interest of goodwill and in an attempt to apologize for the situation you encountered on March 12th, I have enclosed our Transportation Credit Voucher in the amount of $100.00.  The voucher is valid for one year towards the purchase of future travel on Comair, Delta Air Lines or any Delta Connection carrier.  the voucher may be redeemed online @ www.delta.com or at any Delta Air Lines ticketing location.  Additional information is included with the voucher.     Once again, please accept my apology.  Your patronage means a great deal to us and we would appreciate the opportunity to demonstrate the type of service which is more representative of the high standards we seek to maintain.     Sincerely, Gail Painter, Customer Relations Manager Comair, Inc.