February 14, 2023

Lt. Katherine Hawk

4060 N Lakewood Blvd
Long Beach, CA 90808

Dear Lt. Katherine Hawk,

My name is Ulysses and I am the Customer Service Manager at Delta Customer Care
located in Atlanta, GA. This message is in regards to your email sent on February 5, 2023 where
you stated that Delta Airlines did not provide you with the great service that is usually provided
by our staff. I was disappointed at the experience that our staff at Delta Airlines has provided for
you. We understand your dissatisfaction because you were scheduled for a nonstop trip to
Champaign, IL. However we were unable to provide the seat you requested and included a
layover in your trip. We apologize for the inconvenience in which we presented and the
unprofessionalism from our team at Delta Airlines.
At Delta Airlines, we work hard to bring the best quality of services to our customers and
we pride ourselves on providing them with ultimate safety and comfort with Delta. We have
spoken to our staff regarding the concerns you addressed and would like to assure you that we
have enforced new guidelines to prohibit any dissatisfaction in the future.We have implemented
new policies in which the staff will be trained to learn to communicate clearly and in depth with
the Delta members. Additionally, we have provided extra tools and resources to ensure that our
staff handle dissatisfaction through a more patient and graceful approach . The staff at Delta
work extraordinarily hard in order to bring the best quality of work for the customers.
We would like to apologize for the way the hotline has treated you as well and would like
to inform you that we have spoken to the representatives and have made a few changes here as
well. Delta has pushed forward with more training and how to deal with customers so that this
can prevent any inconvenience in future times. Delta has also established some new rules where
if the flight is canceled, we must guarantee you another trip with the same seating or issue you a
full refund for the inconvenience. We understand that you are feeling underwhelmed with our
service and that the seat we provided did not offer you optimal comfort during the flight. Our
plan at Delta is to bring the most comfort and hassle-free trip to the customer and we did not
meet this standard.
I greatly appreciate you taking the time to elaborate on how we can do better as a
company and to bring the best out of Delta. We have taken all of your concerns and established
some rules to guarantee that change happens within Delta.Our new policies ensure that this does
not happen to any of our cherished Delta customers. Along with these terms and conditions that
we have established between Delta and the staff, we would also like to offer you a full refund on
your Delta SkyMiles balance. We have sent a full refund so that you will be able to use these
points towards your next visit with Delta Airlines. We would also like to kindly offer you a $250
eCredit on top of the SkyMiles points so that we can show you that we truly care about our
customers and the way they are treated. We would like to have you back at Delta Airlines and
apologize for the inconvenience.

Sincerely,

Ulysses Garcia

Delta Customer Care

P.O. Box 20980
Atlanta, GA 30320-2980

Enclosure: SkyMiles balance refunded and $250 eCredit