Delta's response

Delta wrote me back. I believe this to be an UNACCEPTABLE response.


Dear Mr. Esler,

Thank you for your e-mail and for sharing your disappointing travel
experience with us. We welcome your comments as they assist us in the
continuous evaluation of our performance.

We regret you were inconvenienced because of a missed flight connection.
Delaying a flight for a confirmed passenger is a difficult situation for
the airlines. In the past our policy was to wait for passengers whenever
possible even at the expense of on-time performance. Now, our customers
tell us that being on time is a high priority, and we have changed our
practices to better meet these expectations.

We expect our people to do everything they can to help customers
transfer between flights; however, they have been instructed not to make
guarantees about connections. The operations supervisors in each city
are responsible for the final decision to delay a flight. They have
access to all necessary information, such as flight times, the number of
customers already on board, and the availability of alternate flights.
Nevertheless, we regret your inconvenience and and we will continue to
make efforts to improve in this area. Customer service is very
important to us, and we are working hard to transform our company.

We have reviewed your e-ticket, xxxxxxxxxxxx, and have determined an
adjustment is due for the unflown segment. A copy of your e-mail has
been forwarded to our Refunds Department for processing. As you paid
with a credit card, the adjustment will appear on your statement within
1-2 billing cycles.

Please accept our apology for the unfavorable impression you received in
this instance. We appreciate your selection of Delta and will always
consider it a privilege to be of service.