More Lies from Delta Airlines by Lawrence Salberg

Just got an email from Lee Macenczak, Executive Vice President of Sales and Customer Service. Delta seems bent on insulting my intelligence. Maybe everyone’s intelligence. With a title like that, Mr. Macenczak’s email smells full of spin and farce. They can always fire him, so I imagine that is why no real operatives at Delta signed their name to this public relations workhorse.

It is somewhat lengthy for an email. But suffice to say that it caught my attention when they declared that my SkyMiles “are secure”. I assume they mean other people’s SkyMiles - since mine will disappear in less than 45 days. But I have an email from an expendable VP who says they are secure, so it’s anyone’s guess. Does anyone believe any of this email? Any of it? The fact that I find most amazing is that a huge company like Delta would send out a virtual Christmas list of wishes. Little of it has actually occured. They are basically stating, given the timing of this, come fly with us because we are in the process of getting better. If Delta were an abusive husband, it would be saying to its battered wife, “come back home because I’m in therapy. I’m not better yet, but here’s all the thing I’m going to do soon. Real soon. Trust me”. Even given that, the supposedly shocking improvements are really, not surprisingly, just a shock to them. They are truly excited about catching up to the other airline companies.

The email was titled “In this season of thanks, we thank you for your loyal business”. Huh? What loyal business? I haven’t flown with them for over fifteen years, can’t get rid of my SkyMiles for anything that I want - even a $50 gift certificate to Best Buy so I can buy three CD’s I really would like to listen to.

Hello Mr. Salberg,

On behalf of the 45,000 Delta people dedicated to serving you worldwide, “Thank You!” for continuing to choose us as your preferred airline.

We’re transforming Delta into an even better airline for you, and hope you have had the opportunity to experience the improvements and new product offerings designed to make our airline even more convenient and enjoyable, including:

More than 70 new international destinations

More comfortable aircraft interiors with all-leather seats

State-of-the-art entertainment systems available on demand

Better food and beverage offerings on Delta flights worldwide with celebrity partners like Michelle Bernstein and Rande Gerber

Advanced technology offering improved self-service kiosks, better delta.com functionality, and automatic notifications of delays, irregular operations, alternative service, and more

Major improvements in airport facilities in Atlanta and New York/JFK

Horizontal lie-flat seats in BusinessElite®, coming in 2008

In addition to our enhanced customer service and offerings, we are pleased to report that we are on track to complete our restructuring and exit Chapter 11 in the first half of 2007, as planned. Of course, our customers aren’t the only ones taking notice of the new, ever-improving Delta. As you may have seen in the news, US Airways recently made an unsolicited merger proposal.

Please be assured that your travel plans, your SkyMiles, and the many benefits you enjoy from the SkyMiles program and our global alliances are secure and are in no way affected. It is business as usual at Delta Air Lines. Today, as always, you can rely on the excellent service Delta’s proud team of dedicated professionals provides.

Going forward, Delta will evaluate US Airways’ proposal carefully, as we are obligated to do. But you should know we are concerned that this particular transaction would not be in the best interest of our many stakeholders including our customers, employees, travel partners, and the communities we serve. We are moving full steam ahead with our own plan to emerge from Chapter 11 as a strong, independent, stand-alone airline dedicated to providing you with world-class service and
superior performance.

Please continue to book on Delta with confidence knowing you can count on the convenience and choice you’ve come to expect from the more than 14,000 daily flights to 445 destinations in 92 countries that we along with our SkyTeam and codeshare partners provide worldwide. We appreciate your loyalty and the opportunity to meet your personal and business travel needs - now and in the future. Thank you for choosing Delta, and warm wishes for a safe, happy and healthy holiday season.

Lee Macenczak
Executive Vice President of Sales and Customer Service