This case is based on the real life experience of an emotionally traumatic incident, caused due to the poor servicing by Delta Airlines, and their travel agent. The post incident communication and the subsequent proceedings in the Consumer Court are discussed in the case. The case brings out interesting aspects of the relationship between the airline and its travel agent. The role of the Consumer Court and consumer organizations is also brought out in this case. The case helps realize that there is a lot of scope for improvement in the way service oriented organizations can ameliorate customer concerns and grievances.