Many of you have expressed concern about a Washington Post blog account about a Marine who had a negative experience on a recent Delta flight. We too are unsettled by this incident.
We attempted to reach the customer as soon as we became aware of the situation, but so far have been unsuccessful in speaking with him directly.
An internal review is already underway to understand what occurred and take appropriate action. What is clear is that we did not care for this customer the way we should have. This incident doesn’t reflect the care with which Delta people serve our customers every day, and it doesn’t reflect the high regard we hold for those who do and have served our country.
We have the utmost respect and admiration for our active duty military and veterans who make tremendous sacrifices to protect and sustain the freedoms we enjoy every day; and our Delta team is typically very good at showing their respect through various means of recognition. Unfortunately, we failed in this situation. We strive to exceed expectations with every customer, and particularly regret when we fail a member of the military or person with a disability. We are taking this isolated situation very seriously and doing what we can to make it right with the customer.
Our efforts to do better for our customers are constant, but incidents like this one always make us pause to revisit service standards. We are doing that now; and will make this as right as we can for this customer, which will help to prevent situations like this in the future.
Thanks for voicing your concerns,
Allison Ausband, vice president – Customer Care