This is regarding cancellation of my ticket booked under skymiles program.

I havent received any email from delta informing me about policy change of cancellation < 72 hrs which came into effect from 08/15/2011.
I was not informed about this at all and i beleive my milegae points should be credited back. the customer service personnel has documented all my conversation and i explained to them that i did not recieve any mail/communicaion related to change to of policy and they agreed and suggested me to file a compaint.

I requested to credit my mileage points back to my account as per the earlier rules when i booked the ticket.
also the level of service/information provided by the representative was not at all as per industry standards and not representative of delta brand.

Has anybody faced sich a situation and were able to recieve positive resolution , please respond.

Thanks,

When a company’s CS doesn’t listen, post your issue everywhere you can. Every consumer site, every forum, every Facebook and Twitter site. You will get the company’s CS changed. You can get the company’s attention outside of their CS department by costing them on their bottom line. Every time someone chooses a different company based on your experience, you have done your job to get the attention of the offending company.

Dear Mr.Gilmore,

Thank you for contacting Delta Air Lines; your feedback is greatly appreciated.

Thank you for your additional comments concerning our recent exchange of e-mails. We try to be responsive when any problem is brought to our attention, and we regret you are disappointed with our reply.

We appreciate your loyalty and support. Though at times the frustrations of the travel world might lead to feeling overlooked and unappreciated, please let me assure you we are very grateful for you — we know our survival as an airline depends on those loyal customers who make it a point to fly with us. We recognize the best (and worst) publicity for Delta are the comments from our passengers to the people they interact with. Thank you for sharing your positive experiences, and for giving us the opportunity to respond when your travel doesn’t go as it should.

Again, thank you for writing. We appreciate your selection of Delta and will always welcome the opportunity to be of service.

Sincerely,

Drake Rogers
Online Customer Support Desk
http://www.delta.com

My final response:

Aloha Drake!

Thanks for the kind response. I have enjoyed my time with Delta, but it is clear that Delta has lost its way in customer service. First the ASA issue, then the military bags issue, and now mine, the bait and switch. When all that it would have taken to rectify the situation would have been for customer service to say, “Oh sorry, would you like to pay the additional $124 and we’ll restore your reservation to what we originally said it was.” But instead, the company is now focused on….well, I ‘m not really sure. Since the last email, I have joined Continental’s one-pass program after learning that they do comp upgrades on Hawaii flights AND their first level elite get to use the priority security line. I remember when Delta used to be the best. Whether ATL new about it or not, LAX and SFO used to do Space Available upgrades for people who lived in Hawaii. That was what Delta used to be. No doubt about it, I am gone to Continental after this flight. Thank you for what you used to be and I hope that you find your way again. Customer service isn’t that difficult, if its handled correctly. Things at Delta have been going downhill for several years now. If you see it within your purview, I would ask that on my way out, you restore my reservation and bill me the $124 if you feel the need. At least we can part on a good note. Again, I sincerely hope that Delta can find its way back.

Mahalo,
Joe Gilmore

Actually, I disagree with this one. Submitting a concern via email benefits you, because it is more efficient to handle and easier to route to our other departments for follow-up.”

I’d love to contact Delta via email with a problem, unfortunately the link you posted here for email doesn’t go to email, it goes to a few questions and then redirects to a FAQ. I have emailed Delta from other areas with no replies. I have called only to be put on hold for 2 hours before my cell phone battery died.

Delta makes it impossible to “Resolve a Travel Complaint”. This blog is BS and a very thin attempt at making it look like Delta cares. I’ve got blogs too, and I’m going to post the truth about Delta on mine.