Moral of the story is call back if you get a bad SMS agent.


My son is in the middle of traveling to Colorado for a ski weekend with a friends family. The flight this past Saturday morning from Atlanta to Denver was canceled for an unknown reason. The family was re booked on a 7:15 PM flight that night. When I called Platinum SMS number I was told by the agent there was nothing they could do and he would be put on a Sun AM flight. I explained he is traveling with another family and has no way to get the 100 miles to the resort and needs to get on same or earlier flight to meet them in Denver. Agent told me too bad. I asked for a supervisor who told me the same. This is a horrible way to treat a Platinum flyer's family let alone a kid traveling with a friends family.



I called the family back with the bad news. They said the agent they worked with offered connections and/or another carrier for them. I called back to SMS and spoke with a new agent Theresa K*** from the SLC call center. I explained my earlier frustration, status and most of all this is a kid who cannot be left to find his way 100 miles.

With professionalism and kindness within 5 minutes had his record linked to the family's and him booked on the same flight. It probably took her 15 minutes to get everything set up but she kept me informed and went out of her way to show professional courtesy.



Ms. K*** is a true asset to your organization. The other 2 ladies I first spoke with caused me to doubt my loyalty to Delta and I seriously would have considered moving my business elsewhere had my son not been accommodated in some way. You have Ms. K*** to thank for my continued business.



I work in the call center analytics business. If you wish to review, the calls occurred between 9:00 and 10:00 AM EST on Saturday 12/29 and were placed from 770-###-####.