I now have a response from DL about my missed connection in ATL. Not sure what to make of it.
My complaint:
Delta Air Lines Customer Care Form
Message: Flight delayed leaving JFK for 90 minutes due to late arrival, re-opening the front cabin door 3 times for late arriving pax, offloading over sized cabin baggage to hold, failed APU & a broken towbar upon pushback. I can't fault (and would like to compliment) the female FA (not the CSM) in the air & the customer service lady at ATL who were sympathetic to my needs. Thankfully I have been accomodated & rebooked in ATL. I would, however, like to question the decision to be able to transfer my luggage (bags x 2) to my connecting flight in ATL to Miami but not me. If there was time to load the bags, there would have been time to load me. As mentioned earlier, the front cabin door at JFK was opened several times for pax. I need my checked luggage as I am a sleep apnea sufferer but that was not an option because the bags & I were not kept together. Thank you to the female FA who made the announcement for passengers without tight connections to remain seated to allow those with connections to deplane first. Out of her control, most of the plane in front of me stood up anyway & took their time in the aisle. Thank you also to the Captain for keeping the pax informed about the delay at JFK & progress enroute.
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DL's response:
Dear Erkpod
Thank you for your email regarding your recent experience from New York to Miami. On behalf of Delta Airlines, we sincerely apologize for letting you down.
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. Feedback like yours will help us improve our airport process and overall customer experience.
I can only imagine your frustration when your bags were loaded on your connecting flight without you. I can only say that the Ground staff would’ve loaded bags that were tagged to Miami as quickly as possible to avoid further delays as your New York to Atlanta flight was already a late arrival. Sometimes, this process doesn’t take as long as passengers trying to make their way through the airport to their connecting gates. I understand the staff tried to ensure you made your connecting flight but unfortunately because of the tight connection and delay you were not able to, however I am happy to learn that you were rebooked straight away without delay.
We appreciate your kind comments regarding the service received from our flight attendant and the Customer Service staff in Atlanta as well as the captain. We believe our team members are our most important assets, and I am happy to learn they exceeded your expectations.
Again, your feedback is valued and we thank you for taking the time to bring this disappointing experience to our attention.
Yours sincerely
Customer Care
Delta Air Lines