socrates

Scoop....I believe there is a major misunderstanding what your current role as SMI is versus your role as Scoop was....it might be worth pointing the differences out for all again....but regardless I know many (including myself) do greatly appreciate the time and effort you take to interact with us both online and in person (which at times is on your own personal time)....you are a true asset to the new DL.....we all just hope they know and understand it

I think he was referring to the OTHER west coast...how about HNL, OGG, LIH or GUM? (Of course he was also assuming DL would provide a special charter for us all to attend for free)

oh those west coast locations are much better

divrdrew

I have lurked a lot and posted a lot and just wanted to say a HUGE THANK YOU to SkyMilesInsider for all the work and dedication you have put into listening to those in our community and providing insight into the thought process that goes on behind the scenes at Delta!

THANK YOU!!!

jbatl

Again, thanks for the direct dialogue. It really is appreciated as compared to the kind of dialogue we were able to have here with DL's rep pre-merger.

I am fully prepared to get completely slammed for this, but ...

A certain type of frequent flier attends a DO. And, I would argue that type of flier doesn't necessarily represent an accurate cross-section of your most loyal customers. Similarly, the larger FT community probably also doesn't accurately represent a cross-section of your most loyal customers.

First, there are the logistics. My job requires predominately LAST MINUTE travel. For instance, since I last posted to this thread, I've been on three DL flights, with two more tonight _ all but one were bought less than three days in advance, and the flights I am on tonight were bought yesterday. Intense business travel has a profound impact on one's life and often makes one unable to control their own personal schedule.

Second, can I take time off and make plans in advance? Absolutely. But, I choose what, in my opinion, are far more important life events to make those commitments to. For example, the flights I bought yesterday were bought so that I could make it in time to see my little brother graduate from college. To be frank, taking time off from my job to attend a DO (based on the descriptions of them that I've read here) is not a priority.

What is a priority is getting the system to work right. Not just the awards system, but the entire DL system.

For instance, why does it seem that anytime IRROPS impact ATL, instead of delaying flights to a time that represents a realistic departure time, DL chooses to delay flights in 10, 15, 20 minute increments until, all of a sudden, the delay adds up to two hours? When I am trying to communicate with people on the ground at my destination and I am often put in the position of telling them that my flight is only delayed 20 minutes when it ends up landing 3 hours late.

Why does almost every gate agent working a DL flight alone in ATL (the vast majority) seem completely overwhelmed by the task of preparing the flight to board, to the point that, often, the plane, the cabin crew, the ground crew and the passengers are ready to board, but we're left standing there while an obviously "in the weeds" gate agent tries to deal with some glitch in the computer system?

Those are just two examples. There are more.

So, the question I pose is, if you want to meet your most loyal customers in person, how can that be accomplished outside the DO model?

apados

Agreed ^ I appreciate the updates SMI

I am in the same boat. I purchase most of my flights 4-6 days before travel. It makes it quite difficult to know where I will be..

I've even tried just local FT DO's in SAN and its been hard to get to those (even though they seem to enjoy a certain Mexican restaurant that's no more than 4 miles from my home...)

Yeah, if there are other ways... Are there ever times you're at the ATL Skyclubs or in ATL airport in general? If so, I would be glad to meet at an ATL Skyclub... Perhaps SMI can be in a skyclub once per month to spend a a few hours to meet with FTers? Maybe a friday afternoon/evening at Terminal E former BizElite lounge?

Not sure if its feasible, but just thought I'd suggest something

jbatl

A regular thing that doesn't require a full day commitment! ^@:-) Maybe a couple of hours at the end of the week where even SMI could unwind with a cocktail (if that's allowed). Maybe the CR location could vary (E one week, A Centerpoint the next) I would make a sincere attempt to plan my travel to either leave or arrive with time to stop by.

iCorpRoadie

I have had several communications with SMI and his staff and every one has been handeled and taken care of. Some not how I would have liked them, others with great suprises, but I feel that SMI is doing what he can do, taking our concerns to the proper people within the company. I don't think I could do his job and glad I am not, but I am sure there are times when his hands are tied and he can't do anything about the problem but take it to the proper department.

Keep the GOOD changes coming.

jbatl

May I ask, did you get this access because you attended a DO? Or, were you able to build a relationship with SMI via another route?

DevilDog438

SMI - care to respond to the massive devaluation being experienced by those who received paper PMU for qualification in 2010? See here, for example.

iCorpRoadie

It was not because of a DO but thru another route taken. But if you have an issue he will help take care of it if you contact him.

SDF_Traveler

Seems a number of things are getting worse.

I just experienced problems using delta.com to purchase a revenue ticket.

I first did a search by price: If I selected an outbound via MEM (preferred schedule), it would only provide me with a couple of crappy return options. If I selected any outbound via ATL, it allowed me pretty much any return schedule. The fare class and fare designators were the same whether via MEM or ATL.

After calling web support, reservations (who would gladly sell it for a service fee), and trying to book via schedule (instead of price) and not getting anywhere, I went to a competitor and booked a ticket with a schedule similar to what I needed for the same price.

DevilDog438

When I run into that problem, I just use Kayak to research the schedule/pricing options I want, then click through to DL to complete the transaction.

jeff30189

+1

This is the same process I use. I find what I want on Kayak (price, schedule, routing) then click over to Delta to book the ticket. Never fails.

SDF_Traveler

Thanks, extremely helpful to know. ^

FWIW, the itins I've had problems with lately on delta.com have been simple and routine .. i.e.: aaa-hub-bbb // bbb-hub-aaa.

Have only used Kayak to compare prices between carriers and always go to the source directly to book. Will give this a shot next time delta.com acts up and doesn't display the connections I want, or only displays the 5:00am options when I requested evening.