Someone mentioned this program in a post earlier today, which reminded me to update this thread. On March 3rd, I sent the following letter to DL Marketing Proposals:
With Delta's return to a customer service oriented airline - and I have noticed recent improvements in that area - I would like to suggest that you bring back the "Above & Beyond" program or introduce a similar program allowing your customers to recognize Delta employees who go out of their way to make our DL experience wonderful.
In the mid to late 1990's, Delta had a customer feedback program called "Above & Beyond". Customer Recognition Cards (copy attached) were provided to frequent flyers who, in turn, completed the cards and gave them to DL employees for their efforts to go "above and beyond" in their service to customers and passengers. I enjoyed using these cards when I encountered outstanding service and the recognition was always appreciated. I heard that DL employees received some form of tangible benefit from these cards, but of that I cannot be sure.
DL employees are, and always have been, the best in the business and the number one reason for Delta's success over the years. As you refocus your attention on customer service, please give consideration to this suggestion. Your passengers will be the first to notice the improvements and I, for one, would like to have a method to acknowledge the truly outstanding when I experience it.
Thank you. Best regards, DLFan
Approximately 3 weeks later, I received a call from Greg Ingram, who identified himself as Jerry Grinstein's Executive Assistant. He told me that DL would soon be introducing a new, yet similar program. The cards will not be mailed to SM members as before, but will be placed in special holders near the exit(s) of each plane near where you might expect to find the Timetables (remember those?). These holders are to be installed as part of the interior refurbishment each plane will undergo beginning this summer (his paraphrased words, not mine).
According to Mr. Ingram, employees singled out for recognition via these cards will benefit directly in various ways. For example, recepients would receive additional "points" when being considered for a promotion (again, his paraphrased words).
Although I look forward to soon being able to once again recognize exceptional employees at point of service, I have one concern that I shared with Mr. Ingram. If the only place to find these cards is on the planes, it would seem to discourage their use to recognize ground based staff. In my experience, it is employees working in the CRC, or as ticket agents, SMS agents, gate agents, etc. who have the most impact on how my day with Delta is going. He seemed interested in my suggestion to make the cards more readily available at the various points of service, so I guess we'll know the answer when we begin to see the cards.
Will someone please post an update when you first see these new cards?