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COPY of proposed letter to Delta...

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Hey guys. Here's a copy of the letter I propose to send to Delta. Please give me feedback as to what to add, delete, or otherwise change if need be.Thanks,Robb 1/12/02Vice President of OperationsDelta Air Lines, Inc.P.O. Box 20706Atlanta, GA 32320-6001Dear Delta Airlines,While I was waiting to board flight number DL 209 at Washington DC

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Robb,Just made some grammatical corrections and reworded a few small things - looks very good man!Ryan1/12/02Vice President of OperationsDelta Air Lines, Inc.P.O. Box 20706Atlanta, GA 32320-6001Dear Delta Airlines,While I was waiting to board flight number DL 209 at Washington DC

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Robb,Very well stated but I doubt you will be successful. The aircraft was in a restricted/secured area not accessible to the general public without going through special security procedures. I have no idea what could be gleened by terrorists/criminals from the photographs you took but sometimes it's better to be safe than sorry. The Delta employee was not there to enforce general airport or FAA regulations but to safeguard their aircraft and employees from potential criminal acts. When I was in the Army, I was stationed in a country where all the shades of the aircraft had to be closed prior to landing (South Korea), to restrict possible foreign intelligence agents from potential intelligence information at the airport. Perhaps Delta set up special security arrangements around the aircraft after it arrived at the gate that could be studied to determine possible vulnerabilities. We will never know (we have no need-to-know). It's all put in place to enhance our safety so I hope you understand the need for extra security vigilance by everyone, including Delta employees.Sincerely,Jim

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Hi Jim,You could be right, and if that, or something like it, is the case, then so be it. All I will be able to say is that I found out why. I obviously won't be suing Delta over a 6 dollar roll of film...lol. But, man, I has some nice photos on that roll!Robb

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Hmm, I'm on the run but:I would change Dear Delta to "Dear Sirs". Would also change While I was waiting to board to "Prior to boarding".I'll take a closer look later, gotta go............Good Luck,Roger

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Thanks once again guys!The letters are in the mail.Robb

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I got a response in reference to my letter from Delta!Robb

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Dear sir,Thank you for contacting Delta Airlines regarding the situation with our personnel at the Washington Regan National Airport. It has been requested by our Executive offices that I address any concern you may have with our personnel.We are sorry to hear of the surrendering of your film and the handling you endured after photographing one of our aircraft at the gate. It has been determined that we do not have an established policy that prohibits photographing a Delta aircraft while waiting at the gate. Only when security areas or procedures are recorded is there a violation. Therefore, no Delta policy or regulation was breached by your actions mentioned in your letter. We do apologize for any misunderstanding on behalf of our agent and that you did not receive an explanation.Thank you again for your taking time to contact us and we do hope that you will give us another opportunity to merit your support.Sincerely,Delta Airlines

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lolok so no monetary compensation or even a discount ticket on your next flight?mmm

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Nope, Not a darn thing. I mean, if I came up to you in an airport and took film from you, I could get arrested.Robb

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Hey Robb:An observation based solely on what I've seen in this thread but before I do a little background on me. I've spent close to twenty years in a career field working for one of the nations largest defense contractors. My career field is one in which we negotiate contracts--offer and acceptance, give and take-- a little bartering -- a lot of relationship, good will, and customer (in my case - the Navy, in your case - you) good will. Here's my observation. You have a contractual relationship with Delta, you as customer and they as the supplier of a service. You get what you ask for. My observation throughout this post is that you asked for an explanation or ratification of the gate agents' conduct. You got what you asked for. They have an economic interest to protect. If they can make you happy with just an explanation, then it hasn't cost them anything.If you want the agent disciplined...ask for it. If you want a travel perk in compensation...ask for it. If you want your six bucks back...ask for it. What's the worst that can happen? They'll tell you no. Want to know something? For the amount your asking for, they won't challenge it. It's a concept in my business that we call 'choosing our fights'. A very few things warrant telling the customer no. The overwhelming majority don't. I guarantee you...if you ask, you'll get something for your trouble. You were taking pictures, right? Me?? I'd ask for a wagon-load of free, up-close publicity pictures of their entire fleet,....if that's what you want. Just remember, you'll only get one trip to the well. Be sure to ask for exactly what you want. Don't be timid or shy. But not arrogant, rude or impolite either. They are still people and there is no doubt, you catch more flies with honey than vinegar. They are offender. Tell them what you want for them to earn your future business. After all, that is what being in the Service industry is all about. Earning your business, day-in, day-out.My $0.02. Hope it helps. Good LuckBobL

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"You Can't beat an original" Robb, Bob, has a point at least ask for your money back. If you encounter that employee again Give her a copy of that reponse from Delta. then look at her face and smile. 707_Astrojet

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