[Saleswman]

To: Delta Air Lines, Inc.

P.O. Box 20706

Atlanta, Georgia 30320-6001

From: Lori Burchett

18140 County Road

Frankston, Texas 75763

903-876-1900

Date: May 7,2005

RE: Josh's Delta Pet First experience



To who it my concern,

I would like to share with you Josh's journey on Delta's Pet First.


Josh's Journey

Josh a small black and tan pomeranian, had quite the adventure on
Delta's Pet First service. He was enroute to me and he was scheduled
to arrive at DFW, Dallas, TX on May 6, 2005 at 15:45 (3:35 PM). Just
before noon I left my home, I live about 3 hours away. I arrived at
DFW at 3 PM I walked to the counter where a small gray haired man
sat. I told him I was expecting a dog to arrive on flight 745 and I
had never had a dog shipped by air before and I needed to know what
was I to do. He asked for his shipping number and I told him I didn't
have that number just the arrival time and flight number. He then
began to look it up on the computer. I gave him the lady's name who
was sending Josh and my name. As he began to look I had to go to the
restroom and asked my husband to stay there in case he needed more
information. When I returned the man told me the dog was sent to
Milwaukee, WI by mistake and that he would arrive on flight number
1211, which was due to arrive at 7:45 PM. I asked him how that could
happen? He said "He was mishandled in Cincinnati, OH." I told him I
was worried about how such a small dog would take this set back. He
assured me that the man placed him on the plane for flight 1211 and
that the dog should arrive to me fine. I then asked him" What will
happen now when the dog has to change planes so he can be on a flight
to DFW? I am worried whoever gets him will not put him on the right
plane again" The man looks at me with a harsh look and yells "HE WAS
PUT ON A DIRECT FLIGHT TO DFW, HE"S NOT CHANGING PLANES!" Amazed that
this man is so mad that I am asking questions, I realized he did not
care about my dog, he just wanted me to leave him alone. We stood
around there in the lobby for a bit and then went back to the car. We
decided to go get a bite to eat and make some use of this 4 hours and
45 minute wait we had now. We arrived back at Delta at 6:10 PM, I
went back to the counter where the same man was and asked him if the
flight was on time. He looked in the computer and said "It's more
than on time, it's early. It is to arrive here at 7:36 PM." At this
point I asked him to please make sure the dog is on that flight.
Something still didn't feel quite right. He asked me for the number
he had given me previously that I did not have and I gave it to him.
He typed it in and said nothing for a minute, finally he said "He's
not listed, but the man that called said he put him on the plane"
Well, the waiting has now become so scary for me. I asked him h"How
likely is it that he is on the plane if he isn't listed?" The man
then snapped back at me and said "The man said he put him on the
plane! Lady you will just have to wait until the flight 1211
arrives!" So we wait finally the plane must have landed because the
man leaves the counter where he has sat all day. A lady comes in to
pick up some packages and is standing at the counter, soon another
lady comes in and stands behind her to pick up her package. My
husband at I are sitting on a bench facing this counter. The man
comes back takes are of the two ladies, he never said a word to me so
I asked him "Was the dog on the plane?" he said "No, I'm calling
Delta Cares now" he talks to someone and tells them that the dog has
was misrouted and has not arrived on the second flight. He hangs up
the phone and still says nothing to us. I asked him "What did they
say?" and he said "They are tracking him." Now it is 8:30 PM and that
dog is now at 12 hours locked in a dog crate somewhere in Delta's



Continued......read next post