Delta/Paco Follow Up

Delta was kind enough to respond again. They did not have to, and really I appreciate it. They didn’t say anything new, but again I am not expecting the customer care staff to go off book…and honestly they may not know the details.

Here it is:
Dear Ms. Hammitt,

RE: Case Number 253237

Thank you for writing and allowing me the opportunity to further review
your concerns. On behalf of Delta Air Lines, I am genuinely sorry you
were dissatisfied with my response.

After reading your correspondence again, I understand why you feel I did
not adequately address your concerns. I now recognize that I overlooked
some of your comments. Please know the entire Delta Air Lines family is
also deeply concerned about the loss of this pet and we are making every
effort to locate Paco. Additionally, the gesture extended to the owner
was not meant to place a value on their experience; rather it was an
attempt to make amends for their disappointment with our service.

Again, I apologize. Your support is important to us, and I thank you
for your additional time and effort. We look forward to the privilege
of serving your air travel needs again soon.

Sincerely,

Marc M. Gonsalves
Coordinator, Customer Care
Delta Air Lines/KLM Royal Dutch Airlines

I read on Twitter today where another travel blogger was stating that Paco was a stray, not a family pet. Yes Paco had been a stray. Josiah and his girlfriend adopted him in Mexico. Everyone is entitled to their own opinion. If he thinks he makes the loss less tragic, then so be it. I can respect that opinion. I do not agree, but it a fair argument. I’ll never deny he had been a stray. However, when you adopt and animal, you can get attached quickly. His owners cared enough for him to get him vetted and travel ready. They were willing to be his loving family. As the owner of several rescues, I know how quickly bonds can be made. I had rescued a parakeet that died in less than 2 weeks. I was devastated when her seizures started while we were on the road, and was beside myself when I had to put her down. She was an unplanned rescue. We had a well bird check up and all her tests came back fine. It was probably a tumor. We had some issues with the emergency vet in Toledo. I agree they could not save her, but I also think they knew that upon arrival. I was angry with their deception. I put in a formal complaint. It wasn’t about the money as much as I wish they just would have told me the truth.

I guess that is what I am looking for here. If he escaped on the tarmac, why not tell the owner that immediately?

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