After my experience with Delta Airlines a few weeks ago I did what I could only do – I complained about it and I blogged about it. I wrote a complaint to Delta Airlines and also submitted that same complaint to the Department of Transportation as well as Airsafe.com. In addition I spoke with the corporate travel person at the company where I work. I figured the best I could get was the satisfaction that I at least complained. Boy was I wrong.

About a week after I filed my complaint I received an e-mail from Delta Airlines apologizing for the problems I encountered on the flight. As compensation Delta was refunding me (or, more precisely, my company) the cost of the original itinerary to Spokane, WA. The next day I received an e-mail with a letter attached from Delta Customer Service again. This time, however, they indicated that they had received a notification from the Aviation Consumer Protection Division over at the Department of Transportation regarding my complaint. As a remedy for the problems I encountered, Delta was now refunding both the original itinerary to Spokane as well as the ticket I had to purchase to return home to DC from Detroit that night and they were awarding me 9500 SkyMiles points as well. I felt happy at that point since I had achieved my goal of getting both tickets refunded as I didn’t believe that my company should have had to pay for either the original itinerary (since I never made it to Spokane) as well as the ticket to return to DC (since I wouldn’t have been in Detroit if Delta had been able to fulfill my original travel itinerary).

The topping to this whole thing came on Friday when the Delta Airlines account manager for my company’s account called me and apologized for the whole situation and gave me a voucher for $400 for any flight in the continental United States as well as moved me up to Gold Medallion status in the Delta SkyMiles program. To be honest, this was quite unexpected, but very welcome. I wish it didn’t have to come this way but I can honestly say that Delta made good on the whole situation by going beyond what I originally expected in compensation for their mistakes that night. I was looking to just get the two itineraries refunded but Delta went one better than that. That’s how customer service should work! Kudos to Delta on this one.

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