Originally Posted by
motytrah
I read the OP's message as an actual USPS letter, that included a real business card.
I personally think DL has targeted the OP as a person who could sign a proffered carrier agreement. Even if it may/may not be the actual case.
The letter was sent via USPS and appeared to be hand-signed. The reason I posted it and asked if others received it is that it was sent at the bulk mail rate (41c stamped postage rather than 44c), thus implying that they sent out a bunch of these at once. As an additional note, our company does not have a preferred carrier agreement with anyone, nor do we have any plans in progress to do such.
Originally Posted by
Sez_Who
I love this part of the letter...
"If you have any feedback, comments or questions, please reach our to me directly using the contact information below. I hope you'll let us know when we exceed your expectation and about those times when we do not."
I didn't get the letter (with a typo?) but if you care to share his email with us, I am sure we could make Mr. Jacobson very happy, flooding his inbox with thousands of comments and questions.
Sadly the typo was entirely mine. I transcribed the note to this forum and the original letter did not include the noted typo.
I am a PMNW Platinum member and overall, I must say that I did appreciate the letter as I have not received such a letter from any other carrier ever before (and I am the designated 'travel manager' on our WN swabiz account where we spend a ton of money each year).
I do have a few beefs with DL, however I have been pretty pleased in general with my experience with them.
My concerns are largely around
- the substantial downgrade in experience I have found in the move from the NW res system and web site to DL's (though I hope that it will be fixed over time as NW's former CIO makes her impact),
- what appears to be a relatively large increase in M-fares ex-BNA for international SWU-based upgrades as compared to NW in the past and CO's overall policy (I used to be a CO Plat for 3+ years and moved to NW), and
- the disempowerment (if that is a word) that both the reservations and customer service agents have to deal with when using Deltamatic/Cornerstone versus the flexibility that NW agents offered when they used PARS/AOP, in addition to the visibly (and time-consuming for me) higher level of effort required from agents trying to do what used to be simple tasks for NW agents.
...what I like about the combined carrier are
- the improved flight and connection options now that the two carriers networks have been combined (notably from BNA-BOI and the improved offering on BNA-SLC),
- DL's much better, lie-flat BizElite service to LHR from all US gateways
- the IMPRESSIVE and seemingly flawless integration of the two carriers, which must have been an incredibly complex job that is still ongoing,
- PMDL's nicer F/As (in general, though there are some notable and frustrating exceptions) as compared to PMNW's F/As (especially flying overseas), and
- a general better attitude towards HVCs (which I am guessing I am...but I am not certain I meet the mark to be such) from the combined carrier than I have experienced elsewhere.
...and finally, if DL changed the following items, I would fly DL even more (I still fly 40+ seg on WN and a number of segments on many other carriers based on flight time and route options)
- drop the $150/300/400 change fee (or make it more flexible: if your new ticket costs more, charge the add collect but drop the $150 change fee, if the ticket is less, charge the change fee),
- fix the annoying and frustrating IT-led challenges that my comments above addressed, and
- fly more non-stops out of BNA and a year-round option from SOMEWHERE to ASE.
.
Sorry for the long reply and thanks for everyone's feedback on my letter.