My "incident" resolution
Yeah, I know a little about transporting firearms on airlines, but TSA and the airline agents know even less. I wrote Delta a letter about being detained and abused by TSA agents when I attempted to legally transport a Remington 870 and Makarov pistol. After two months, they replied without EVER answering one of my questions:
Dear Mr. XXXXX,
Thank you for writing about your recent airport experience while
traveling with us. On behalf of Delta Air Lines, I sincerely apologize
for the lack of customer service you encountered and appreciate your
taking the time to share the details.
As our customer, you are in the best position to point out areas that
need attention. Our goal is to provide consistent and accurate
information to our passengers at all times. I am truly sorry you did
not receive the service you expected and should have received from one
of our team members at the time of checking your firearms. We also
expect our employees to be helpful and professional persistently. This
includes furnishing courteous, understandable explanations and doing
everything possible to hold inconvenience to a minimum.
Your letter makes it clear that we did not demonstrate the dependable,
responsive service our customers have a right to expect. We fully
realize that the true test of customer service excellence is how we
perform when things go wrong. Feedback like yours will help us improve
our airport process and overall customer experience. Please know I will
be sharing your comments with our Airport Customer Service leadership
team for internal follow up.
In an effort to show how truly sorry we are, as a gesture of apology for
the lack of assistance you received, I have issued an Electronic
Transportation Credit Voucher (eTCV) in the amount of $50.00. Please
note the voucher number and associated Terms and Conditions will be
arriving in a separate email. Please keep the voucher number and the
Terms and Conditions since the number is required for redemption. It is
also important for me to mention that no charge is assessed for
reservations confirmed online at delta.com.
Thank you for bringing this matter to our attention. By bringing forth
your concerns, you give us an opportunity to improve our services.
Please accept my sincerest apology and rest assured that we will make
every effort to ensure things are handled differently in the future.
Your future business is important to us, and I hope you will continue to
choose Delta for your air travel needs.
Sincerely,
Raymond M. Taylor
Coordinator
Customer Care