I want to give you an update on our efforts to address a negative experience a Marine had on a recent Delta flight and our efforts in response to this incident.
We have made several attempts to talk with this customer directly. We have yet to be able to reach him, but I have left my personal cell phone number with people who have agreed to pass it along to our customer. If given the opportunity, I’d like to personally apologize and attempt to make up for this experience.
When we learned of this event we immediately began a thorough review of what happened and how it happened. We found that in our haste to accommodate his request for an earlier flight than originally booked – one that was already being boarded when he arrived at the gate – we clearly missed opportunities to better serve him.
At Delta, we feel a deep obligation to support our nation’s servicemen and servicewomen who fly with us daily, and we will continue to do what we can to make this right.
We’re sorry for this service hero’s experience. And we are using this unfortunate and unacceptable incident as an opportunity to revisit and reinforce the standards that our more than 80,000 employees worldwide embody.
Thank you again for your concern,
Allison Ausband, vice president – Customer Care