Originally Posted by
injera
Does Delta track people's complaints? That is, do they know who has complained for the first time in 500 flights and who complains every other flight?
While I agree its important to make their customers happy, especially their high level medallions I'd wonder what would happen if someone found a reason to complain after almost every flight? Would they eventually stop with the 'goodwill gestures' or would they keep coming?
I'm not suggesting the OP is doing that, nor am I saying I do this (i've complained twice, once when they didnt clear me into first but there were empty seats up front and another time when my IFE didnt work on SJU->JFK).
My understanding, based largely on what people have posted here, is that they do keep a record of the substance of your communications with them including phone calls. Don't know if that's true or not, but I've adopted a keep-my-powder-dry philosophy of not complaining about small stuff -- although I appreciate that everyone has their own ideas about where to draw that line.