Originally Posted by
CJKatl
In the past three weeks, I've had the same baggage issue three times. Twice, I went into the baggage claim office and both times they could not have been any less interested. Both were large hub cities.
The second time, the woman in the baggage claim office handed me a card and said something along the lines of, "email them and they'll give you some SkyMiles for your inconvenience." I snapped at her and let her know how insulting she was. She learned that most of us don't want SMs, we want the issue corrected.
It gives away her attitude that she treats us like SM pigs. Her attitude in DL's attitude. They do not want to hear from us. They do not think of us as business partners who want to help them make things better where they could be better. Our opinions are worthless to them. They just think we are fishing for points.
Regretably, she was about 98% correct. Just look at this board. Most people here only want to know what they can get when something goes wrong and they are fat, dumb & happy to have a few SM tossed their way.
It's likely the case that DL's marketing folks have figured that out and that the woman you spoke with has been told that.
Needless to say, few if any draw the parallel between the fact that DL hands out SM like cheap candy to the fact that the SM are then "devalued."