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AA cancels flight at OKC , DL brings in plane for 41 student group
Another PR hit for AA? American Airlines cancelled a flight out of OKlahoma City and offered no options to get a group of 41 fifth graders and their chaperones to Richmond, Virginia the same day. One of the group leaders says, “We were told by American Airlines they were just going to refund us…these 5th graders need to get to Washington, DC we’ve been planning this for over a year.” https://3rjfy21znlo631twxe405qqvzc4-...pselufx0cq.jpg Delta agents heard the story and reached out to management in Atlanta — who brought in an aircraft to fly the group to Richmond. Delayed six and a half hours, they had a flight to themselves — and a non-stop instead of a connection. https://viewfromthewing.boardingarea...o-rescue-them/ |
Nice recovery from Delta..going for greAAt AA..it does show that there are solutions if someone what's to make it happen
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The cost to DL to arrange that special flight is tiny compared to the PR value they'll get from the media coverage. The thing is, had AA done the same thing, it would not have been newsworthy and we'd never have heard about it.
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Originally Posted by Steve M
(Post 31186506)
The cost to DL to arrange that special flight is tiny compared to the PR value they'll get from the media coverage. The thing is, had AA done the same thing, it would not have been newsworthy and we'd never have heard about it.
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Originally Posted by Steve M
(Post 31186506)
The cost to DL to arrange that special flight is tiny compared to the PR value they'll get from the media coverage. The thing is, had AA done the same thing, it would not have been newsworthy and we'd never have heard about it.
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Originally Posted by Antarius
(Post 31186545)
Why is that?
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Originally Posted by Antarius
(Post 31186545)
Why is that?
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This can't be recent. The trees behind that CR9 look winter/January time frame.
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This would probably have been a lot easier for aa to execute due to proximity of okc to dfw but in terms of thinking outside the box or maybe just thinking, aa is just not in delta’s league. |
Here is the news article that Delta reported:
https://news.delta.com/we-re-here-he...ked-competitor Really proud of Delta on this one :) Also, that photo is from the wintertime, but this did happen recently. |
Originally Posted by abk
(Post 31186605)
This would probably have been a lot easier for aa to execute due to proximity of okc to dfw but in terms of thinking outside the box or maybe just thinking, aa is just not in delta’s league. |
The better title is "good for for DL." OP has no idea whether AA had a spare aircraft.
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Originally Posted by SiempreBCNJFK
(Post 31186573)
Because it's the expected thing to do (even if it's not). Delta went above and beyond.
Originally Posted by jackvogt
(Post 31186597)
If Delta had canceled the flight and AA brought a plane, they would receive media attention.
This does illustrate a difference in service recovery attitudes. Bad stuff happens, how companies recover is what defines them. |
Originally Posted by Steve M
(Post 31186506)
The thing is, had AA done the same thing, it would not have been newsworthy and we'd never have heard about it.
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That's amazing for Delta to step in like that. It shows a lot about company culture - that the DL agents overhearing the AA debacle felt empowered enough to try to help any way they can. Whereas AA agents just want to get rid of them as quickly as possible. Refunds? Not even reroutes or trying to put them on another carrier? Ridiculous.
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