Earlier this year an article appeared in The Washington Post by Joe Brancatelli called How to Complain: Ten tips for getting just compensation when things go awry on the road. While Mr. Brancatelli didn’t single out Delta from the rest of the travel pack, I’m sure it was guilt by association when he said that travel providers are “spectacularly inept at service recovery.”

I work in Delta Customer Care and wanted to give you the behind-the-scenes take on his 10 tips as they pertain to how we handle our passengers concerns at Delta. Below is a deeper look at each of the areas he mentions in his article (please bear with me, this will be a long post):

Nice list, but lets face it: just getting the Indian call workers you face at Delta customer service for normal customers to understand basic English is hard enough that this list isn't going to be very effective.