A few months ago, my family and I were supposed to fly to DAY from PHX for my father's emergency Heart Surgery. Tickets were booked on 02/07 for flights on on 02/09 with absolutely no problems; my brother booked us the tickets out of my father's account and paid the expidite fees.

The morning of the flight, my 2 year old son woke up with a 105 fever; and he and my wife stayed home while I made the trip alone. (My wife took son to ER, he had contracted pneumonia; everything turned out fine in the end...) The unused tickets were no big deal, we were planning to go back in a month...

I came back a week later, after a stressful time in Ohio; my father wasn't over the worst of it for a couple of more weeks; my son also took about two weeks to recover fully with my wife and I alternating days off to take care of him. My Father's recovery took longer, and he didn't want visitors until he was feeling better...

We promptly forgot about the award tickets in the goings on in our life. Then, we moved my wife's office last week, and lost the paper she wrote the confirmation numbers down on. So today I call Delta.

I do not have my father's Sky Miles account Number, I do not recall the flight I was on, I do not have my ticket stub, I do not have an confirmation numbers. The SkyMiles CSR took care of everything for me! She looked up my father's Skymiles account by Name and Address, she cross-referenced the awards tickets, couldn't find them, and manually checked each flight out of PHX that day until she caught my name. Then she went and cross checked something else, and finally found the tickets. I was on the phone with her for about 30 minutes, and the entire time I was waiting she kept apologizing for the delays; though this entire problem was my own fault.

People have been complaining about Delta a lot lately; but everytime I have been caught in a pinch, Delta has been there to help me out. Thank you, Delta and Nicole (SkyMiles CSR)!