The redcoat system was one of the best things that Delta had, generally seasoned vets that could discern the real from the bs and make "battlefield decisions" employing logic. How often in the last 9 or 10 years have I and even DL airport employees been stymied by absolute IDOCY that has kept them or me on the phone for an hour to deal with a simple and logical decision that any sane person could make, but which no one in the entire sirport was empowered to do. I really do hope they are coming back in force.
Do they take Sundays off like Chick-fil-a? I was in the ATL (E and A) for a good part of the day yesterday and was looking but didn't see any Red Coats. I remember from earlier years seeing them occasionally with the TAs before security, but almost always at the gates, especially when a flight was late in departing or arriving.
I thought this whole article was fairly humorous, but the following cracked me up:
Mr. West of Delta said that they would. He gave as an example the case of a business traveler flying from New York to Latin America who missed his connection in Atlanta.
“The Red Coat would meet the inbound flight at the gate, they’d rebook the person on the next available flight and scan the person’s boarding pass right there and issue a new one,” and if no flight was available until the next day, the agent could dispense vouchers or offer other assistance, all without having to go to a supervisor for permission — a common source of annoyance to frequent fliers who often have wait for a resolution.
Ms. Peterson must be really gullible if she fell for all that--maybe for a business traveler flying on a full-fare BE ticket.
Airlines are looking for ways to separate themselves from the pack, said Dean Headley, co-author of the report and an associate professor of marketing at Wichita State University.
"Any time you can make one thing stand out over another, it can be good or bad," he said.
I'd have to say DL has separated itself from the pack in a bad way over the past six months with its devaluation of Skymiles and platinum benefits. Maybe it is finally realizing it went too far.
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DELTA - Driving Every Loyal Traveler Away
Programs: Delta PM & Million Miler, NW SE, US GP, Hilton Diamond, Starwood Plat, Marriott Gold
Posts: 4,911
My experience with Red Coats in ATL whether for my travel issues or just witnessing other interactions is that they are more interested in arguing with pax to justify why DL is right and the pax is wrong than actually resolving the situation. I know Red Coats in general are great, but my experience has been disappointing.
