Dear Ms. X,
RE: Case Number X

Thank you for contacting Customer Care. On behalf of Delta Air Lines and our connection partner, Skywest Airlines, I sincerely apologize that you were unable to travel as planned due to an oversold situation on your recent flight with us.

I am truly sorry for your experience on Flight 7806 on July 8, 2012 which departed from Cody. Thank you for your follow up and patience. I acknowledge your disappointment with the $200.00 voucher you received. Generally, when a flight is oversold or weight restricted we will solicit volunteers who are willing to rebook on a later flight to voluntarily give up their seat in exchange for a voucher. In the end, however, the amount of compensation will be determined by Delta in its sole discretion. In this case, since Flight 7806 encountered a weight and balance issue, cash compensation would not be due. Denied Boarding Compensation (DBC) has been established to help offset any incidental expenses or inconvenience which result from being denied boarding.

Again, I apologize if you did not fully understand the oversale process and that cash compensation will not be provided to allow you to reimburse your father. Be assured I will be sharing your comments with our Airport Customer Service leadership team for internal follow up. For complete information on Delta’s overbooking policy, I invite you to visit our website at delta.com and review our Contract of Carriage, Rule 245.

Ms. X, we appreciate the time you took to write. I hope I have been able to resolve any concerns you have about our service. Your business is important to us and given the opportunity of serving you in the future, I am confident Delta will not only meet but exceed your expectations.

Sincerely,
Errica Reese
Coordinator, Corporate Customer Care
Delta Air Lines