Last month our one of our flights to Portland, Maine was canceled and my husband received the apology letter below. The 2,500 miles posted to his account as promised and we were still able to fully enjoy our trip to Maine. I was impressed with Delta’s customer service representative and this prompt written apology.
When our flight was canceled I asked my husband if he still wanted to go to Maine and he immediately answered yes. This put me into re-booking mode and my husband has told me several times that he was surprised that I was able to change all of the details of our trip so quickly. For me it was just another problem of the day to solve.
Here is the link to an article about what to do when your flight is canceled.
Letter From Delta
Dear Mr. Raynes,
On behalf of Delta Air Lines, I would like to extend my personal apology for the inconvenience you experienced as a result of the cancellation of Flight DL6114 on July 23, 2012.
In light of the current state of the economy, and in today’s competitive airline industry, travelers expect the best value for their travel dollar. Delta strives to provide this value through a mix of safety, on-time performance, courteous and professional service, and a wide range of destination options. We want to make travel on us a convenient and trouble-free experience for our passengers and I am truly sorry we failed to do so on this occasion.
To demonstrate our commitment to service excellence and as a gesture of apology for our service failure, I am adding 2,500 bonus miles to your SkyMiles account. Please allow three business days for the miles to appear.
These bonus miles and those earned on flights and through hundreds of partners can be used toward award travel on Delta, our 25 partner airlines, and at SkyMiles Marketplace, a new program where you can redeem miles for car rentals, hotel stays, merchandise, and more. Please visit us at www.delta.com/skymiles to verify your mileage balance and to gain access to all of our mileage redemption programs.
It is our goal to provide exceptional service on every occasion, and I hope you will provide us with an opportunity to restore your confidence. If you have additional feedback regarding the handling of this flight, I welcome your comments. You can contact Customer Care directly at www.delta.com/talktous.
Your support is important to Delta, our Connection carriers and our SkyTeam partners. We look forward to your continued patronage and the privilege of serving your air travel needs again soon.