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Summary of Blog Post re: Failure in Delta's In-Flight Food Service:


First of all, thanks to all of you for the encouraging emails and responses!
It's always great to be reminded that there are so many of us who are
impacted by the policies of big corporations.

Many of you wrote to say that
you've had similar experiences on Delta, and some on other airlines as well.
I was sad to hear how many of you have effectively given up and resigned
yourself to not being able to trust what you are served. I'm a hopeless
idealist, and I just hate that we feel we need to accept that as an answer!

Delta's initial response to us, as posted on our blog, appeared to take
responsibility for their mistake -- sorta. They actually pinned it on their
catering company, but said they'd address it with them.  Of equal concern
to us was the terrible way their customer service handled the situation.
THIS issue they have NOT taken responsibility for, and do not seem to be
willing to even look at that communication break-down.

Following are excerpts from the communication sent and received since we
posted this blog to all of you. If this still gets your goat, keep sending
emails (Corporate Communications is:
[log in to unmask]<mailto:[log in to unmask]><mailto:[log in to unmask]>). It can't hurt to
keep the issue alive for them as long as possible. Thanks, again, everyone.
Elaine


1. Letter from us to Delta:

Mr Anderson,

This is a blog we posted this morning chronicling our experiences with
Delta. I am sending this to you so that the calls and emails that will come
in to your offices have context.

URL:
http://www.touchstonecoaching.com/blog/2012/4/19/is-deltas-food-policy-reckl
ess-endangerment.html


2. Extensive Conversation with Executive Assistant

(note, not a decision-maker or executive) who works for CEO Richard
Anderson. We discussed the situation. She assured us that they had reviewed
the records and discovered an error made by the Catering Company. The
Catering Company put a product in the GF meals that was not specified by
Delta. We asked Delta to take public responsibility, rather than just
apologize to us personally. We pointed to our concerns with their Customer
Service failure.

3. Delta's response, posted on our blog:

Thank you for bringing this situation to our attention. Please know that we
are sensitive to our passengers who have specific dietary needs and
apologize for the discomfort and inconveniences you encountered.

We have the privilege of serving many passengers from around the world. Some
of our passengers have dietary needs based on medical issues, and others
based on religious or cultural requirements. We recognize that you had
specifically requested a gluten free meal for you and your individual family
members based upon your own medical needs. I understand your breakfast meal
contained corn flakes instead of the gluten free option of a rice cake. From
our information it became apparent that our caterer made a mistake and did
not board the correct menu specifications for the gluten free meal. We are
committed to providing you and all of our customers the highest standard of
service in the industry, and we sincerely apologize for the catering error
you experienced with the gluten free meals.

Your experience is particularly discouraging because our menu team
recognizes the importance of ensuring that all Special Meals are designed to
comply with specific dietary requirements and our menu specifications for
gluten free meals do not include gluten. We apologize again for any distress
this caused you and your family. In addition to following up with the
caterer on their error, we will explore our menu specification for gluten
free meals to make them more appealing.

Lastly, members of our Executive Leadership team have thoroughly read your
correspondence and analyzed and recorded the details of your concerns and
your experience. The apology we have offered is most sincere and we
sympathize with the discomfort you experienced.

Ashley Black, Delta Air Lines, Corporate Communications


4. Letter back to Delta (excerpt):

"I'd like to know how Delta plans to address the customer service /
DeltaAssist failures. Telling an unhappy customer that we can't count on the
integrity of one of Delta's service offerings is an appalling brand failure.
You captured it perfectly when you agreed that as Delta passengers, we
should have a "reasonable assurance" that the provided meal is as described.
I agree. It is perfectly reasonable to expect that a meal provided as
gluten-free is in fact gluten-free.

To make the point clear, "in the unlikely event of a water emergency" it is
reasonable to expect that there will be a personal flotation device
available at my seat. Let's imagine for a moment that in the event of a
water emergency, rather than the personal floatation device, I found a
raincoat. That would be a dramatic brand failure. Let's imagine that I
survived that brand failure and contacted Delta with a complaint. Would
customer service tell me that if I had any concerns about the provision of a
personal flotation device that I should bring my own?

And if the contractor was the failure point? If the contractor placed a
raincoat under the seat instead of a life vest? If the contractor failed to
meet Delta's specifications for water safety? What then? I have to imaging
that Delta would not hesitate for a moment to publicly and fully take
responsibility for the failure - be it by a contractor or a Delta employee.


5. Dear Mr. Taylor-Klaus,

Thank you for your most recent email.  On behalf of our Chief Executive
Officer, and all of us at Delta Air Lines, I apologize that we have been
unable to resolve this matter to your satisfaction.

We appreciate your additional comments and I am sorry for your continued
frustrations.

Additionally, I recognize from the numerous contacts you have made regarding
this matter that this is a passionate issue for you. Please know that the
significance of your message is not lost on anyone in Leadership with Delta
Air Lines; however, at this time, there is nothing more I can add.  Because
any further correspondence would be repetitive and unlikely to prove
productive, with regret, I must respectfully advise that we will not respond
to this matter again.

In closing, we are very sorry your travel was unsatisfactory.  As SkyMiles
members, I hope in time you and your family will provide us with another
opportunity to restore your confidence.

Sincerely,   Name deleted for privacy, Executive Assistant, Delta Air Lines,
Inc.

6. AND, email response to Delta:

I agree that in relationship to the meal-issue, "any further correspondence
would be repetitive and unlikely to prove productive" ...

However, in my last email I asked a question unrelated to the gluten-free
meal issue.

I addressed the issue of how Delta plans to deal with the Customer Service
failure. I used a rather hyperbolic example (personal flotation device) to
draw attention to the absurdity of telling a passenger they can't rely upon
Delta to provide a promised service.

I am still very interested in what changes will take place ...

As the meal issue has been closed, hopefully you will choose to respond to
the Customer Service issue.

Thank you for your help thus far.


7. Radio Silence.

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