Originally Posted by
DwayneSkyMiles
And a little background on why you’ve heard things about these changes before we made an official announcement. We don’t like it when the rumor mill is busy at work before we can tell you ourselves, but in order prepare for the first day of our same-day travel changes, we needed to ensure our agents had sufficient time with the information so they could apply it correctly from day one. We’d like to apologize for any uncertainty and/or confusion this caused in the Delta forum prior to today.
Dwayne. I know you don't make the policies just implement them so I hope you realize that none of this is personal towards you.
I run a small company not a "big global airline". In our world we inform our customers of a change far in advance. Our customers like and respect that.
Maybe DL could have:
1. Announced 90 days in advanced.
2. Informed us that staff was being trained on the new process.
3. Then train your staff.
4. Inform your staff that you have put up an FAQ to handle customer inquiries
The uncertainty and confusion came in part from DL's approach to roll-out.
On a positive note: This is better than some of the other changes DL rolls out with no notice