E mailed DL....received auto reply from NW???
Nov 23, 2009, 2:55 pm
#1
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E mailed DL....received auto reply from NW???
I just e mailed Delta from the DL website regarding a good inflight experience on a DL flight. I just received the auto reply from NWA.
I know they are the same airline now, but in the past, since the merger, when I have e mailed DL, the auto reply and the actual response were from Delta, not Northwest. I'm not questioning the auto response itself, but rather why it came from NW and not DL. I can't wait to see who actually responds to the letter I wrote.
Here is the auto response I received.
Dear XXXX,
This is an automatically generated message to acknowledge the receipt of
your email. Please do not reply to this message.
Thank you for allowing us to address your concerns. If you requested a
response to your email, you should hear from us in 4 days. If you need
assistance with a current reservation please contact Northwest Airlines
at 1-800-225-2525.
Northwest/KLM Airlines/Delta Air Lines
Customer Care
Northwest Airlines is now part of Delta Air Lines
I know they are the same airline now, but in the past, since the merger, when I have e mailed DL, the auto reply and the actual response were from Delta, not Northwest. I'm not questioning the auto response itself, but rather why it came from NW and not DL. I can't wait to see who actually responds to the letter I wrote.
Here is the auto response I received.
Dear XXXX,
This is an automatically generated message to acknowledge the receipt of
your email. Please do not reply to this message.
Thank you for allowing us to address your concerns. If you requested a
response to your email, you should hear from us in 4 days. If you need
assistance with a current reservation please contact Northwest Airlines
at 1-800-225-2525.
Northwest/KLM Airlines/Delta Air Lines
Customer Care
Northwest Airlines is now part of Delta Air Lines
Nov 24, 2009, 6:15 am
#3
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1) Search is your friend...this topic has many many threads on it
2) As noted in the above mentioned threads you'll be better off having your issue handled by NWA than by DL...
2) As noted in the above mentioned threads you'll be better off having your issue handled by NWA than by DL...
Nov 24, 2009, 6:24 am
#4
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Number 2 is questionable - NWA agents still cant handle that many Delta issues due to system limitations. As much as I prefer NWA customer service, I'd much rather have a DL agent handle a DL problem.
Nov 24, 2009, 7:12 am
#5
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Nov 24, 2009, 9:11 am
#8
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I've talked to a friend who works at Delta Customer Care the other day and she mentioned that they are utilizing NW's software platform for the department. I suppose that could be the reason.
Nov 24, 2009, 9:24 am
#9
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legacy NWA agents have access to both DLMatic and PARS these days and all but a few have been trained in DLMatic
Nov 24, 2009, 11:24 am
#10
Join Date: Nov 2009
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That maybe so, but they still cant issue eTCVs or issue refunds easily (at least, that's been my experience lately when my Delta request was handled by NWA).
Nov 24, 2009, 12:38 pm
#11
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Nov 24, 2009, 2:21 pm
#12
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This thread was a simple question about why NWA agents are replying to Delta submitted messages. That question has been addressed before. It only took 2 replies to stray from the original purpose of the post to another NW is better than DL jab.
Nov 24, 2009, 2:59 pm
#13
Join Date: Nov 2009
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Is it really a jab though? NWA customer service agents have always been known to be more empowered to assist customers. Even Anderson admitted this was a weakness among Delta that he intends to fix.
Nov 25, 2009, 5:42 am
#14
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What I think you're forgetting is DLMatic is a very very old system which requires many many things to be processed manually - the agents are use to having the system (PARS) do many of these functions, imagine for a second if you were to loose your current computer and have to start using a DOS based system...you'd have issues too
Nov 25, 2009, 5:45 am
#15
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Exactly, Anderson has always been a very customer focused individual