Last week, I went to Maine to visit Mount Desert Island and to run an Ultra Marathon on Great Cranberry Island.
Both Won’t Run for Miles and I booked an award ticket on Delta: 25,000 miles for New York City (LGA) to Bangor, Maine (BGR). We were supposed to travel on July 23rd, but that morning we received notification that the flight was canceled. I immediately called the Gold Medallion desk, and was informed that three of the four Bangor flights out of New York were canceled. The Delta Medallion representative rebooked us on the same flight for the next day. I was not sure if the reason for the cancellations was related to weather, or to the SouthWest airplane incident, which had closed down most of the runways at LGA, the preceding day.
Won’t Run and I went to Maine the following day. The trip was great – more details to follow.
When I returned home, I received a lovely email from Delta apologizing for the July 23 canceled flight:
|Please Accept Our Apology|
| Dear Ms. Will Run For Miles,On behalf of Delta Air Lines, I would like to extend my personal apology for the inconvenience you experienced as a result of the cancellation of Flight DL6242 on July 23, 2013.I am truly sorry your travel was adversely affected by our service failure. Please know that within the industry, we have earned a solid reputation for our commitment to operational integrity. To that end, each flight irregularity is thoroughly reviewed to prevent a similar occurrence. I pledge to you that we are dedicated to providing the safe, reliable transportation you expect and deserve.We value you as a customer and sincerely appreciate your support of Delta. To demonstrate our commitment to service excellence, as a gesture of apology I am adding 25,000 bonus miles to your SkyMiles account . Please allow three business days for the miles to appear. If you would like to verify your mileage balance and gain access to all of our mileage redemption programs, you may visit us at www.delta.com/skymiles.
It is our goal to provide exceptional service on every occasion, and I hope you will provide us with an opportunity to restore your confidence. Your support is important to Delta, our Connection carriers and our SkyTeam partners. We look forward to your continued patronage and the privilege of serving your air travel needs again soon.
I never expected this, so I was pleasantly surprised, to say the least. I am a gold medallion, and it is so nice when an airline, such as Delta acknowledges the loyalty and interest of its passengers, and goes the extra “mile,” such as it did here. Won’t Run does not have medallion status with Delta – he received the same letter, except he was given 5,000 miles.
(I apologize for the big blank box in this post – I couldn’t figure out how to get rid of it!)