Impressive response from DL cust. svc. re poor FA behavior
Jan 20, 2010, 8:27 pm
#31
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Within a few days I got a very long response that addressed each point raised, and what, specifically, they were going to do about it to prevent such actions in the future. I was shocked by the constructive, prompt and detailed response.
I think this is a good tack for Delta to take. It shows that (in this case) they take these things seriously and are really trying to improve service. (The skymiles program aside.). It's refreshing.
I think this is a good tack for Delta to take. It shows that (in this case) they take these things seriously and are really trying to improve service. (The skymiles program aside.). It's refreshing.
So, why, will they not address the DL.COM award booking tool, or deal with SM supes who revoke people's award tickets among many other customer-hostile actions? These issues generate gigantic ill-will and, unlike the response you describe above, are clearly and indisputably worst in class.
Jan 20, 2010, 8:51 pm
#32
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And everyone else had to swim even further upstream because YOU, as the FIRST PERSON TO BOARD sucked up their space. I really do hope nothing worse than this ever happens to you...^
Jan 20, 2010, 10:10 pm
#33
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ps: DL Customer Service did a nice job in addressing the OP's issue, which is a valid one. Kudos for DL Cust Svc!
Jan 21, 2010, 1:36 am
#34
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And you guys wonder why its hard to find Low Mileage Reward tickets.
Jan 21, 2010, 7:58 am
#35
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Jan 21, 2010, 8:30 am
#36
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Jan 21, 2010, 8:32 am
#37
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Jan 21, 2010, 8:38 am
#38
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Interesting - now, complaining about services rendered on an individual flight = devaluation of currency due to government instability.
Nice attempt at a thread derail. Personally, I don't think Revenue Management gives a flying banana about passenger complaints when they set SkyMiles redemption targets.
Nice attempt at a thread derail. Personally, I don't think Revenue Management gives a flying banana about passenger complaints when they set SkyMiles redemption targets.
Jan 21, 2010, 8:59 am
#39
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Agreed
The problem with writing letters about every trivial and perceived slight is that it detracts from those who write with real issues.
Sure, the FA was probably lazy and she definitely isnt what Delta would consider to be a model employee, and she evidently needs some coaching - but c'mon.
IMHO, complaint letters should be reserved for real issues where there is actual damage, loss or travel interruption. You know, like why there aren't any "good snacks" available in the SC lounges.
Jan 21, 2010, 10:17 am
#40
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Mike
Jan 21, 2010, 11:04 am
#41
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I was very clear elsewhere in the thread that I was "on the lookout" once she pissed me off, no denying it. I also noted that she hid her identity on multiple fronts: Wings covered by her sweater, ID tag around her neck flipped to not show her name, and didn't announce her name on the safety briefing (trust me, I was INTENTLY listening for it). And the "FA hiding in the galley through the entire flight when not serving" thing...now don't tell me you haven't seen that from FAs who obviously don't want to be engaged. Yeah, I was "on the lookout", and guess what: this FA demonstrated on multiple fronts that she was not customer-oriented. I was fair and accurate..she earned every bit of that note. Nothing petty about it. I did not request that she be fired (I said, "Let's coach her"), and I did not request any compensation.
You are also assuming something you don't know to be fact when you claim that she was trying to hide her identity. It's a possibility, but you don't actually know it to be true. Yet you list it as yet another of her faults. I guess if you're on the lookout, anything will do as a demerit.
You might also ask yourself why such a little thing would piss you off, so much so that you hunted for other things to bolster your case against her. DYKWIA certainly fits your take on things.
Jan 21, 2010, 11:17 am
#42
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Yeah, I'm thinking that once I had stowed my bag, I probably would have carried on with my usual flight routine and read a book or napped or something.
Life's too short!
Life's too short!
Jan 21, 2010, 1:05 pm
#43
Join Date: Aug 2009
Programs: Delta - Silver, Intercontinental - Ex Plat
Posts: 26
Agreed
In a world filled with real problems related to the airline industry, being forced to stow a bag 2 rows behind you should barely qualify as an inconvenience.
The problem with writing letters about every trivial and perceived slight is that it detracts from those who write with real issues.
Sure, the FA was probably lazy and she definitely isnt what Delta would consider to be a model employee, and she evidently needs some coaching - but c'mon.
IMHO, complaint letters should be reserved for real issues where there is actual damage, loss or travel interruption. You know, like why there aren't any "good snacks" available in the SC lounges.
The problem with writing letters about every trivial and perceived slight is that it detracts from those who write with real issues.
Sure, the FA was probably lazy and she definitely isnt what Delta would consider to be a model employee, and she evidently needs some coaching - but c'mon.
IMHO, complaint letters should be reserved for real issues where there is actual damage, loss or travel interruption. You know, like why there aren't any "good snacks" available in the SC lounges.
Jan 21, 2010, 1:11 pm
#44
Join Date: Apr 2005
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Interesting. They can do it. And in this case, there's corporate will.
So, why, will they not address the DL.COM award booking tool, or deal with SM supes who revoke people's award tickets among many other customer-hostile actions? These issues generate gigantic ill-will and, unlike the response you describe above, are clearly and indisputably worst in class.
So, why, will they not address the DL.COM award booking tool, or deal with SM supes who revoke people's award tickets among many other customer-hostile actions? These issues generate gigantic ill-will and, unlike the response you describe above, are clearly and indisputably worst in class.
Jan 21, 2010, 1:20 pm
#45
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I was once dumped at an outstation airport 6 hours late due entirely to a mechanical. Missed my transportation out, had to overnight. I wrote a nice letter too. No compensation. Appealed twice up the food chain, no compensation (despite acknowledging that yes, it was their fault, yes, it was a mechanical, and yes the flight was six hours late).
If only I had written that my bag was 6 feet behind me the whole flight, perhaps I could have gotten something.
If only I had written that my bag was 6 feet behind me the whole flight, perhaps I could have gotten something.