I do a fair bit of business with you, and in the past was a multi-year platinum frequent flier. To say that I am disgusted with your charging individual soldiers for checked baggage is an understatement. I do understand that you have a policy in place, one worked out with DoD, but to charge the individual members of a unit for checked baggage under these cirucmstances may have been technically correct, but was otherwise completely and totally f'ing stupid. In fact stupid beyond belief. It is, in point of fact, blazingly, incandescently, stupid. The issue should have been worked, and it should NOT have come out of the pockets of the individual troops. Period F'ing Dot. If this was the result of a gate agent not having the sense to get higher involved, they need to be working elsewhere as they are not an asset to your operation. If your leadership has a brain, or a functioning PR/Marketing department, you WILL refund those troops and apologize to them within 24-hours. You will also need to take some other pro-active steps if you want to weather the storm. If there was a bill to be paid, put it to DoD and not to those who are just getting back from putting their lives on the line for you. I understand that you have policy, and need to make money, but even if technically correct the $2,800 you gained is about to cost you tens of thousands of dollars if not more. Want to save yourself some serious hurt? Make it right, even if it is not your policy to do so. To Delta Sr. Management: Many years ago, there was a series of PSA's that dealt with driving safety, and ended with the phrase "They were right, they were dead right." You may be right, and the law and policy are on your side, but if you don't get a handle on this fast, you are likely to be road kill just like the drivers in those PSAs. Meantime, if those of you here want to let Delta know how you feel: Twitter: @Delta Customer Care: P.O. Box 20980 Department 980 Atlanta, GA 30320-2980 Phone: 1-404-773-0305 Hours: Mon-Fri, 8am-7pm ET (except on U.S. holidays) Corporate Headquarters: Go HERE for phone number and link to e-mail Keep it civil, but fire for effect. LW
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Posted
Jun 07 2011, 08:39 PM
by
BLACKFIVE