Comment Boxes: Does anybody actually read those things?

On the way to Cancun the Delta gate agent upgraded both my parents and me to first class. I thought that was pretty awesome, so I promptly wrote Delta praising the attentiveness of Arlene at Salt Lake International. I did not expect to hear back from Delta, but about a week letter I got a nice reply in return.

I stayed at the Ritz-Carlton Cancun last Saturday night. Shortly after check-in I ran to the beach to soak up some rays, and ordered a burger, thinking that it would be Gourmet fare. The bun, lettuce, tomato, and cheese were fantastic, but the meat was abysmal. I've had better frozen burgers from Sam's Club.  I received a survey from Ritz yesterday, and with the burger in mind, I filled it out. I can't imagine I'll hear back from them.

I've copied the Delta email I got back below. Surprise! Sometimes people actually read these things.

Thanks Thomas for making my travel day.

- - -

Dear Mr. Bartholomew,

Thank you for sharing your kind words regarding the service provided
while traveling with us on May 27.  On behalf of everyone at Delta Air
Lines, I sincerely appreciate you taking the time to write.

It is so nice to read your thoughtful remarks regarding the service
received from one of our gate agents  in Salt Lake City, Arlene. 
 I can only imagine how gratifying it must have been when she
upgraded your parents and expedited boarding for your siblings on our
flight to Cancun.  We believe our employees are our most important
assets, and I am pleased to learn that our team member exceeded your
expectations with her attention to detail.

It is very commendable that you wrote to applaud the excellent service
of this employee.  Be assured, I will be sharing your positive comments
with our Airport Customer Service leadership team in Salt Lake City so
Arlene receives appropriate recognition, on your behalf.

Mr. Bartholomew, we value your business and support as an esteemed
Diamond Medallion member.  Please know we will make every effort to
continue to serve you well.  Once again, thank you for your considerate
email.
     
Sincerely,

Thomas 
Coordinator, Customer Care
Delta Air Lines