Anyone else see 5000mi (non-mqm) bonus
 

Just turned PM and not sure why, but see a 5K non-mqm Customer relation bonus. Is this normal after turning PM?

-BF

Did you recently have a flight with mechanical delays or other problems?

We had to wait a couple of hours in ATL for them to change a tire, but I was on an award ticket....

I'm an ex-NWA member and historically it was a common practice of NW to deposit bonus miles into your account when you were on a flight with mechanical problems. They would often do this automatically without someone writing to complain about their negative flight experience. It would not matter if it was an award or not.

This was one of their customer service procedures that made so many of us such loyal NWA customers. After the miles were posted, you would typically receive a letter in the mail from NW apologizing for your recent flight problems. So keep you eyes open for such a letter.

I don't know if Delta plans to adopt this practice in the future, but it would be great if they did, because it certainly increased customer loyalty. :cool:

Thanks, makes sense. Will let the forum know what I find out.

I recently noted 10K miles in my account for "Customer Relations," although I can't remember any recent flights delayed specifically for mx reasons. Now wx, that's a different story...

I did have a situation in late August on NW where I offered to VDB but ended up not getting it because the pilot chose to sit in the jumpseat. The NW agent took my SkyMiles number and said she'd put miles in, but then I never saw anything. After the 10/1 program merger, they showed up - so I'm figuring that's what it was for.

Although it does sound like DL might be adopting the NW policy of depositing miles for mx delays - which would be awesome. JeffBob did say that NW treated their elites better than DL did... so I can only hope this is one of the good outcomes/synergies of the merger.

I've had numerous several hour delays due to mechanicals, but never got auto miles posted. Consider yourself lucky. Then again my mechanicals were already "fixed", it just took 3-4 hours to get papers signed and a new route.

Also had a customer relations bonus although I had a smaller bonus of 2500 and have not been on any flights with problems recently besides being bumped from MSP-DTW-JFK to first on a MSP-JFK at the beginning of the month.

Sometimes I got 5,000 miles, sometimes 2,500 miles, a couple times more......depended on on what kind of a customer inconvenience it was.

I've received these unsolicited customer bonuses several times. Surely I'm not the only ex-NWA member who did.

NW did this and it made us feel they cared about us as folks who fly every week and pay them big $$$. We had the impression DL doesn't do the same as they seem to view frequent fliers as more of captives in NYC or ATL - perhaps we're wrong... Honestly the 2 or 5K miles doesn't make up for the foregone revenue from missing real business, but that small gesture makes a huge difference and had kept us and our travel buyer loyal.

Mystery solved - got my letter of apology today from DL customer service for the delayed flight due to mx. Thanks Delta!

Great, thanks for the update bfisk! It's good to see that this proactive customer relations practice is continuing. ^

That was NW's usual practice. The miles would show up in your account and then a letter would show up a few days later.

It was never very consistent. I have received chunks of miles for some very minor weather delays and nothing for some much longer mechanical delays.

Also got my letter apologizing for a weather delay from ATL-MSP. I don't remember the flight being delayed but I'll take their word for it.