The Customer Service Survey
VocaLabs' weblog providing news and commentary on the challenges of providing good customer service.
Delta Cancels Three of Four Tickets for No Reason
Thursday - July 31, 2008 01:55 PM in
by Peter Leppik
Michael Froomkin, who writes the Discourse.net blog, is traveling with his family this week to Manchester, UK. Somehow, Delta Airlines cancelled three of the four return tickets for his family without any apparent reason and no notice.
This led, as you might imagine, to unwanted end-of-vacation stress and more than a little anger towards Delta. It doesn't help things any that all the alternate flights back to the United States are apparently overbooked. As of this writing, he's still stewing on the other side of the pond, and while Delta has promised to get his family home tomorrow, but Froomkin is understandably skeptical.
The true test of customer service is how a company handles things when something goes wrong. Nobody is perfect, and mistakes will happen, but in this case the system seems to have broken down completely.
Good luck, Michael. If you're still in the Manchester airport in a couple days, we'll send you a care package.
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