No Wi-Fi Compensation: A Long Explanation For Little Reward

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Disclaimer: Sarcasm included. 

Two weeks ago I asked if passengers should be compensated if Wi-Fi is not available on a plane. The overwhelming reaction was yes. I emailed Delta and told them of the situation. A few days later, I received the following:

Thanks for taking your time to reach out to us regarding your round trip flight experience from Phoenix to John F. Kennedy on January 24, 2018 and returning on January 26, 2018. I can imagine how upsetting it must’ve been when the Wi-Fi connection did not work during your round trip flights.

Our goal is for our passengers to have a seamless flight experience and I regret to hear the events made it to be otherwise. I’m sure you were looking forward to a pleasant flight and our internet services failed to provide the service you deserved. On behalf of Delta Air Lines, please accept our sincerest apology.

You’re feedback is important to us as it will help us evaluate and change what is brought to our attention. We want to give you the best service possible each and every time you travel with us. I’ve forwarded your comments to our In-Flight Service leadership team, so they can consider your experience when making improvements on our services.

Alexander, I’m not sure if you purchased the Wi-Fi pass to use it On-Board, but if you did, unfortunately, we do not have the option to issue a refund or credit for the internet services; however, you may contact our Gogo In-Flight internet provider for assistance at 877-350-0038 or you may email them at customercare@gogoair.com. As a goodwill gesture, due to the inconveniences, I’m adding 2,000 bonus miles into your SkyMiles account. They will be transferred within the next three business days.

As I was reading the message, I started to believe that I was truly wronged and that I should really be compensated! The climax was a letdown. After that lengthy apology, all I got was 2k points? I honestly wasn’t expecting more than a few thousand points, but the message had me convinced that there would be a pot of gold at the end of the rainbow. Overall, I appreciate the gesture but do not see the need for a four paragraph letter.

 

4 COMMENTS

  1. Yeah, the last time the wifi didn’t work on one of my flights they gave 2,500 sky miles and reminded me to contact Gogo for a refund.

  2. On a recent UA flight in F (about 5 hours), wifi failed after a few minutes and the electrical outlet did not work. I got a $125 e-cert. Not sure what was attributable to what.. (Also got the wifi charge refunded.)

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