Delta Actually Listens To Customer Complaint About Confusing Website, Clarifies Free Movie Policy

Remember Josh, whose story we posted yesterday? He got this crazy idea in his head that Delta Airlines offered free movies on demand in the Economy Plus section, just because their website happened to say so. He sent off a quick e-mail complaint asking for a refund, and Delta explained that the site totally didn’t say what he thought it did, and he would get no refund. We published his story, and all of a sudden Delta changed their minds, cut him a check, and changed their website.

He wrote to us this morning:

Just wanted to update you on my Delta “free movies in Economy Comfort” story. Delta responded to me today and said they will be mailing me a refund check for the $6. They still have not actually clarified if movies are supposed to be free in Economy Comfort or if their website is simply incorrect. I have asked them to clarify this since it would be nice to know for future travel and so other potential customers understand what is and isn’t covered by the Economy Comfort upgrade pricing.

Delta’s reply:
Thank you for your most recent email expressing your continued
dissatisfaction with our response

I am truly sorry for the misunderstanding in the previous emails. As a
sincere gesture of apology, I will be requesting a check from our bank
in the amount of $6.00. The check will arrive under separate cover.
Please allow sufficient time for check processing and postal delivery.

I want to thank you, again, for writing. As a valued
SkyMiles member, you are an integral part of our customer base and we
deeply value your business and look forward to your continued patronage.

Astonishingly, we learned a few hours later Delta did just what Josh asked. Reader Jeremy alerted us that they changed the website. Remember, the original wording on the site was:

Movies on demand are complimentary in the BusinessElite®, First Class and Economy Comfort cabins, and for customers in the Economy cabin on all international flights. Additionally, movies on demand are complimentary in the Economy cabin on flights to/from the Hawaiian Islands and Alaska. Movies on demand are available in additional language tracks which vary by aircraft and route.

Apparently, Delta had someone who knows how to parse a sentence rewrite the paragraph. Now it reads:

Movies on demand are complimentary in all cabins on international flights and on flights to/from the Hawaiian Islands and Alaska. Additionally, movies on demand are complimentary in the First Class cabin on all domestic flights. Movies on demand are available in additional language tracks which vary by aircraft and route.