I too expected very little but it does appear that the Diamond Agents are empowered to give some "waivers and favors" that I have never seen before. The last two times that I had problems brought recollections of the kind of thing that would happen at the Chairman's Desk at US before the cactus crowd took over.

Delta is going better...

On a recent trip, when my flight was cancelled (due to on of the FA losing her voice), the DM desk immediately put me on another flight (but from an airport 45 mins away). When I approached the GA, she looked at my status and said 'we take care of our DMs' and proceeded to book me and my wife/child into F into the next flight from the same segment and was extremely accomodating. All this time, other folks were being given hotel vouchers etc.. So far I would give an A to DL in how they have treated me as a DM. I am not giving an A+ because other than this incident not a single person that I have dealt with (other than DM desk) has even acknowledged my DM status - this includes SkyClubs, baggage checkin, FAs etc... I am not complaining - I have been treated well - as always -just not recognized for the DM status.

I would think DM status only requires acknowledgment when things go wrong as they did. As long as you are being treated well, I would consider this good service. Having every GA, FA and Sky Club employee congratulate you on being a DM may not be realistic. It's good to hear that people are having some good experiences out there.

+1. VERY nice to hear! I've also been very happy with the DM line thus far...

+1 I've had a similar experience. I was on a coach fare (likely LUT); weather delay in ATL; I had made the upgrade on my scheduled flight; rebooked into F and Y (but ended up making that upgrade as well)

I disagree on this completely. I've had quite a few experiences so far this year where somebody says "Thanks for being one of our most frequent travelers" including check in, GA, FA's and Sky Club. A couple of weeks ago, I did a long weekend in London and on all four segments (TPA - DTW, DTW - LHR, LHR - ATL and ATL - TPA) one of the FA's came up and mentioned my status and said "Thanks"... I flew coach on the TATL segment to LHR and even the steerage FA mentioned it... On the way back, I tried to do a SDC on an earlier flight but the flight was full coming to TPA. When I asked the GA to put me on stand-by list she commented that "we'll do our best to get you on this earlier flight" and then asked me if I "minded" a middle seat.

And yes, I did give out one of my coupons to a FA (Darcy on the TPA - DTW flight) and I did write to Del-duh about the positive overall experience on that trip.

I hope the appreciation continues -

I was on a flight to GCM from ATL while still boarding the captain spoke to us in F and said how much he and the entire flight crew appreciated our loyalty and understands we pay his bills etc etc. He seemed very sincere and offered that if we have any problems during the flight or suggestions for better customer service during the merger, to let him know as he does his best to communicate with the powers that be.

Regrettably I did not write a letter of appreciation to DL for this pleasant experience - I find I only write to complain.

Sorry to rain on the parade. Our March trip DEN WAS was impacted by a mechanical delay. 2 DMs, 1 SM, 1 GM travelling on holiday.

Flight delayed 3 hours. Instead of booking us via another route, CVG/ATL/DTW, the agent booked us on the later flight and then we found that she had put us in Y with no upgrades. Don't mind the Y badly for short flights, as it reminds me why I get status, without really hurting me! (Last long Y trip was 2 years ago and this was a short flight anyway - intl J/F spoils you)

Checked EF while in (UA) RCC lounge in DEN terminal B, while I was getting a coffee and discovered the problem. Called the DM desk and was told that since our bags were checked in there was no option at that time. I put it down to NW/DL integration, but my wife had asked her about her experience and was told she was a 10 yr employee! Next time I intend to print out an EF for the route and be ready for upgrade options before the GA.

I was not paying attention as we were on holiday and I notice that when with family I do not worry about times as much as I do for work. I am not going to say that I deserve the upgrades (I am happy when I get it and OK when not) but when a better option exists to route us, the GA should at least put minor thought into the matter. Still got 10k miles each for 200$ fare with all the bonuses.

I agree that it is good service and that is why I give them an A. But I was treated well as PM as well - so all I am saying that being DM has not made difference in that regard. For example, a good restaurant would treat all its customer well - but it sure can (and should) add some extra touches for its top patrons even under normal circumstances - not just when they are overbooked.

First off, I'm very happy that this happened. Way to go DL! ^^

This second part is not sour grapes, it's not complaining, it's just truth... I will agree with others that this was pretty much what always happened at NW for PEs. Things were taken care of quickly, efficiently, and generally in a method that the customer was happy with (for an example of the OPPOSITE of what I mean, see here). I am glad that DL is (seemingly, hopefully) returning to this model.

Excellent.

I had similar excellent service on a service disruption 18 or so monthes ago (as a PM) - flight canceled, I could make the earlier connection DCA-ATL (to make an intl flight) but only if I left RIGHT NOW and didn't have issues at the airport. SMS said to "run" and she would take care of it and call me back.

Not only did she do that, and recover great seats in BE cabin, she had the boarding passes waiting for me (used my OLCI passes for the earlier flights to get through security).

Glad to hear that kind of service still exists.... it's the kind of stuff that makes me want to stay with DL rather than drop completely and go elsewhere.

I agree on this one too.. I was treated quite well (most of the time) as a PM. My boyfriend is a PM and has even commented on how often Del-duh staff have recently thanked him or mentioned his status... The only thing that both of us wish is that Del-duh would give the elite passengers in coach a free drink when they don't get upgraded... I'm sure on a TPA or ATL flight, that would be 1/2 of the plane, but it shore would help for better attitude when somebody misses an upgrade... Skip the peanuts... give me a drink instead...

Agreed! BOS SkyClub is indeed one of the best. Great associates, plenty of room to spread out, nice bar when it can serve alky stuff (after 0830 local).

Speaking of DM and the BOS SkyClub:

Today I got to BOS for a flight down to JFK and then on to LA. When I got into the Skyclub @ BOS they SC Agent, who knows me at this point, said there was a message from Elite Services for me and that they had put me on the earlier shuttle in First Class. As it turned out, that flight was taking a delay but when I looked at my Itin on line, sure enough, I had a FC seat on both flights. I have had this happen for IRROPs before but never just for convenience, never had a "message" waiting for me, and never into FC. Well done DL!