the curious case of delta airlines + why we'll never be friends

Right before Christmas I flew back to upstate NY to see my folks. This is what happened to me.

Delta Air Lines, Inc.
SkyMiles Service Center, Dept. 654
P.O. Box 20532
Atlanta, GA 30320-2532

To Whom It May Concern:

My name is Laurence (Rod) Blackhurst (Delta Sky Miles #: 2087583619)
and on December 23rd, 2008 I was scheduled to fly from Denver, CO to Albany, NY. I transferred planes in Cincinnati for my flight to Albany, NY. After sitting on the tarmac for an hour and 45 minutes the pilot informed us that we would have to return to the gate because the co-pilot had timed out of his hours according to FAA regulations. He had been working too long that day and so we were going to have to acquire a different crew before our flight could resume. After waiting in the terminal we were eventually informed that our flight was cancelled because another crew could not be located for our plane. Most of the passengers on our flight then re-booked onto a flight flying to Harford, CT (DL1132 on 12/23/08). Hartford was the closest alternate airport to Albany, NY. The Delta gate agent on our cancelled flight from Cincinnati to Albany informed us that a shuttle bus would be provided in Hartford to drive us the 2 hours to Albany, NY.

Upon arriving in Hartford, I realized that there would not be a shuttle bus provided and so I rented a car from Hertz. After waiting for my luggage, which did not show up in Hartford (and was delivered to my destination on December 25th – see enclosed note on delayed/lost baggage) I soon met three other Albany bound passengers who were also stranded in Hartford, CT at 11PM that evening. I eventually ended up driving these three complete strangers, Tim Frame, Debbie Clum, and Erik Hallgren to Albany, NY that night.

As a long time Delta customer, and a rather frequent flyer, I’m writing to ask only for two things. First, I’d really appreciate it if you could reimburse the cost of my Hertz Rental Car. The total charge came to $153.84 (because of the one way rental). I’m including a copy of the receipt.
Secondly, I’d like to ask that my Gold Medallion Sky Miles status be maintained for the next calendar year, until 2010. I didn’t fly enough this past year to maintain the status based on actual flight miles but as a frequent flyer (who is frequently very happy with Delta’s service) I’d like to continue flying Delta in the future and knowing that I have the Gold Medallion status will mean that I shall keep flying Delta often.

Thank you very much for your time in reading this letter and for your consideration in reimbursing me for the rental car from that evening.

Sincerely,
Rod Blackhurst

Delta sent me a letter yesterday hosing me. This is not how you do good business.