抱歉把原文删除 提供原Po另一种想法, 你可以把你的文章翻成英文之後 在Delta网页上的Customer Service留言 网页在这 http://www.delta.com/emailus/servlet/EmailUs?cmd=go 我的经验是他们会给你合理的补偿,并且你反应的问题也能"直接"让他们的 Customer Service的部门了解他们的员工训练出了问题 我常搭Delta的飞机到处游玩, 讲一个我跟他们打交道的经验,有一次我要用我的Delta里程换华航机票 因为不是每个负责票务的人都很了解换华航机票的细节(很少美国人这样换) 所以在沟通的时候花了很久时间, 再加上那个人讲的英文有美国南方口音,又讲很快, 我听得不是很懂 一直说" I am sorry", "say again"之类的 连续几次之後他就很不耐烦了,一直说我英文不好想挂我电话, 最後不知为什麽电话就断了 我当时很生气,就立刻到那个网站留言, 说明我是何时打电话的,这是我的留言 I just called Delta customer service at 3:45PM (EST) on Feb. 13 to book a ticket, but the the person who handled my case cannot help me and was extremely unfriendly because she just wanted to blame me about my language , then, to terminate the call since she would not like to assist me. Could you help me to check who handle that call. I would like to compalin about this. I felt upset for that specific representitive and dissappointed about the the training for Delta employee. 结果隔天马上就收到回信如下, Dear Mr. Lin, Thank you for sharing your concerns regarding the service provided while traveling with us. On behalf of everyone at Delta Air Lines, I sincerely apologize for the behavior of our reservations sales agent. I appreciate the time you took to share your comments regarding the unsatisfactory customer service you encountered, when you contacted us to book your ticket. After reading your remarks, I certainly understandwhy you wanted to bring this matter to our attention. I am truly sorry you did not receive the service you expected and should have received, as we expect our team members to be helpful and professional at all times. Please know I will be sharing your comments with our Reservations leadership team for internal follow up. Additionally, I also appreciate the opportunity to respond to your queryabout recording telephone calls. While we do record a sampling of reservation calls for training purposes, the tapes are not logged by customer name. As such, we are unable to locate the specific call mentioned. Again, I apologize for the discrepancy you described. As a gesture of goodwill for the behavior of our reservations sales agent, I have added 2,500 bonus miles to your SkyMiles account. Please allow 3 business days for the miles to be added. I hope I have been able to resolve any concerns you have about our customer service. As a valued SkyMiles member, 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, Juanita M. Furtado Coordinator Customer Care 因为我没有说明是那一位票务人员接的电话(通常一开始 电话接通的时候,票务人员会说他的名字),所以他们没办法继续调查,不过他们感到 很抱歉,愿意赔偿我2500 miles 在我的Delta account,当下就觉得他们连 没办法查证的事情都有心解决, 我想如果那时我把事情描述仔细, 他们应该会去真正的 调查的. 你的文章对事件始末描述很清楚, 我想他们应该能够找得出来是那位地勤做了不好的 处理,给予应当的惩罚和加强之後的员工训练 补充一点,如果以後在日本遇到这种事,第一就是要搜证,把人的名字记下,现场状况拍下来 如果可以把他们的回答录音录下来更好 另外,Call Delta的Customer Service会比直接跟地勤沟通有用,之前我在福冈要搭Delta换华航的票回台湾时,CHeck-in时突然告诉我没有 订位纪录,我用英文跟福冈的地勤,或是Call东京的Delta地勤请他们帮忙解决都没有用 当时我是直接打电话到美国的Delta的Customer Service,问题马上就解决了 --

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