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Posts: 262
The New Delta "reps" On Flyertalk
What ever happened to all these new delta reps who were going to answer questions and engage with folks on flyertalk? Seems like that whole plan went down hill. I may be missing it but I have not seen them respond or post anything yet.
Programs: DL PM Kryptonium Ham Sandwich GAMER, CO Plat, UA 1P, US, PC Plat, SPG Gold, HH Silver, Nat'l Exec
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They've hit a few threads... such as here:
Quote:
Originally Posted by DLCorpGalNYC
Greetings –
This is my first post since being introduced by DLCorpGal. Please bear with me as I wade into the FlyerTalk pool for my first post. On the club access issue, I’d like to offer some clarification. It took a couple days to run this one down, but we've got it resolved now.
All Delta Sky Club members are allowed access to the Oasis Lounge, regardless of their same-day travel plans. Additionally, if you are flying in DL BusinessElite or SkyTeam Premium cabin you have access to the Oasis Lounge. Delta Sky Club one-day pass holders cannot gain access to this lounge.
Anbhc, you should not have been turned away and we reached out to the club last week to clarify our policy. There was a misunderstanding and now we have it all sorted out. We’re sorry about that.
__________________
. <--- Grain of salt. Take with post as necessary.
People starting asking the "hard" questions. I suspect they aren't empowered to answer honestly. Platitudes and boilerplate won't cut it with this audience, and the lurkers have to take that message back to their management and change the rules of engagement.
If you ever wanted to see a case study in how NOT to run a social media operation, you should have been around a couple of years ago when GM sent social media reps into an automotive forum I was a moderator of. We enthusiasts knew more about the platform than many dealers exhibited, and were heavily into cost savings and self-maintenance and dealer-avoidance.
The GM reps ONLY solution to every problem they reacted to was: "Sorry about the issue; may I help you make an appointment with your local dealer." They NEVER answered technical questions. They added no value to the threads. They were soundly mocked and met with derision, as they richly deserved on an auto enthusiast's forum.
They finally gave up and left, just before I was going to ban them.
I'm sure that will never happen here, but it *is* odd that the reps went silent during the web site rollout and didn't answer my questions in the intro thread about how they were empowered to engage us.
The reps just started interacting about 10 days ago; I think we need to give them the benefit of the doubt at this point. Also, they are all not responsible for website. Although this was mentioned:
AndrewDeltaOnline and DannyDeltaeCommerce know about all things related to technology and e-commerce.
I don't know if either of them have any knowledge or responsibility of the web update. But given that this is, in my opinion as a multi-decade Delta traveler, just about one of the worst client-facing mistakes they have ever made, it is possible they are scrambling around internally trying to come up with a corrective course of action, and if they haven't yet decided on what to do (you can be sure that some internally think this mess is an improvment), then there's probably little any of them could say except "we're looking at your feedback".
what would/can you do when you are a low-mid level marketing guy/girl in a large corp? you obviously can't promise things you don't have power to change, the best you can do is to collect information and report back to your boss, and you can't say other people's baby is ugly, at least not straightforward. So if they've been collecting data there's no need to reply every thread with a 'thank you we are looking at this' thread.
and it's not like they can change things immediately, website the size of Delta's needs scheduled push and involving IT, eCommerce and business units' collective decision, so it'll take time unless Richard Anderson says enough of this sh*t and I want it fixed now with our two reps' recommendations from FTers.
I agree with this. Give them a chance. If you ask a hard question it may need to be filtered by corporate before posting the reply. That is the way of the world.
Quote:
Originally Posted by TrojanTraveler
The reps just started interacting about 10 days ago; I think we need to give them the benefit of the doubt at this point. Also, they are all not responsible for website. Although this was mentioned:
AndrewDeltaOnline and DannyDeltaeCommerce know about all things related to technology and e-commerce.
I don't know if either of them have any knowledge or responsibility of the web update. But given that this is, in my opinion as a multi-decade Delta traveler, just about one of the worst client-facing mistakes they have ever made, it is possible they are scrambling around internally trying to come up with a corrective course of action, and if they haven't yet decided on what to do (you can be sure that some internally think this mess is an improvment), then there's probably little any of them could say except "we're looking at your feedback".
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Posts: 1,087
OK folks - I'll break the news. KP noted he was accepting an early-out from DL (with retirement and h/c benefits), and has wanted that kept low key. However, those of us from RW DO I and II may wish to honor him.
- He is looking for his next opportunity in life as he must continue working to help put 3 nephews through school.
Anyone in or around ATL looking for a top-notch customer service and public relations person with detailed airline and FF experience, please let him know.
Programs: A3*Gold, SPG Plat, HyattDiamond, MarriottPP, LHW exAccess, ICI, Raffles Amb, NW PE MM, TWA Gold MM
Posts: 19,619
Quote:
Originally Posted by flyzabit
OK folks - I'll break the news. KP noted he was accepting an early-out from DL (with retirement and h/c benefits), and has wanted that kept low key. However, those of us from RW DO I and II may wish to honor him.
- He is looking for his next opportunity in life as he must continue working to help put 3 nephews through school.
Anyone in or around ATL looking for a top-notch customer service and public relations person with detailed airline and FF experience, please let him know.
This is sad. We shall miss him terribly.
__________________
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Interacting with this forum is like asking to swim with the sharks. You better know what you're doing or else you're just fish food.
Interacting with SOME MEMBERS of this forum is like that. There are many reasonable and knowlegable people here who do not fit the description of a "shark". As for the OP, how long have the DL folks been here? Give me, and them, a break. Or, if you have a specific concern, have you tried PMing one of them? Probably not.
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Quote:
Originally Posted by waltinsocal
Interacting with SOME MEMBERS of this forum is like that. There are many reasonable and knowlegable people here who do not fit the description of a "shark". As for the OP, how long have the DL folks been here? Give me, and them, a break. Or, if you have a specific concern, have you tried PMing one of them? Probably not.
