I just wanted to let you know that we will be driving to Atlanta from Detroit for the Christmas Holiday this year. While my wife doesn't like driving in the mountains that much in the winter, the alternative of flying has become much less attractive than in the past.
The extremely restrictive reservations policies of your industry make it virtually impossible to change our plans in any reasonable economic way. The charges for baggage are atrocious, and the resultant scramble for bins on the flight are worse than the after Thanksgiving sales at the mall.
Elimination of meal service forces us to grab a sandwich or some lesser fare as we clamber to get on the flight.
And now the security situation is reprehensible. As the airline, it's your job to stand up for the passenger. You have abdicated this responsibility to a useless government agency. And what they are doing is not going to add one bit to security, and will cost US time as we wait for further checks.
So, we drive. To the beach in the summer, and to mom's in the winter. And other places too. I'm a romantic flyer and just love to fly. My father took me to the airport when I was 2 years old to watch the planes. I'm approaching 50, and after over 500,000 miles, it's still fun. The flying, that is.
So start focusing on your customers, really focusing on them. I still recall the days of the Delta Family in Atlanta, and the days when the staff bought you plane. You staff has always been great. But your leadership needs to consider where you are going.
I SENT THIS TO DELTA'S COMMENT ADDRESS 2 DAYS AGO...
AND DELTA REPLIES...
Dear Mr. Sir,
Thank you for contacting us.
As you know, our company has gone through tremendous, and sometimes painful, changes in the last several years. Delta is implementing a plan for a newly-structured, customer-focused company, with a cost structure that allows us to remain viable and compete aggressively wherever we choose to fly. However we most certainly welcome your comments.
We appreciate your interest in Delta Air Lines.
Sincerely,
Joe Franco
Online Customer Support Desk
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