Delta Rant on TechCrunch
 

Any press is good press...not so sure...

http://techcrunch.com/2010/08/08/del...m-jfk-to-hell/

TechCrunch is very well read in the technology community.

Every has a lost luggage experience, and so, I think he is blowing that out of proportion. But he is right that a happy employee makes customers happy.

I've been called a DL apologist before, but on the issue of lost/misdirected baggage I will give them the booby prize for the worst in class. I don't know why they continue to ignore this issue but they really need to get this on the front burner. Maybe the new call center number helps but what good does that do if nobody knows about it?

Stuff happens. It's how you handle the aftermath that breeds loyalty.

I'd have to agree with you. Throwing out a chargeback because the ground staff weren't the friendliest is quite extreme, waaaay overboard.

Sounds like something about which the author should write to customer relations. Even without status, they've always been receptive of my feedback when flying paid first and have offered excessively generous compensation. But trying to dispute the CC charge is ridiculous.

I really wish the higher ups at Delta would read his post...the most important part is at the end where he says:

"But what I’d wish would happen is that some of these super expensive management consultants that are advising the airlines would just tell them one simple truth – I can live with no leg room, no food, dirty bathrooms and long delays. I can even live with lost bags.

If only a flight attendant, or baggage person, or whoever, would just commiserate with me for one moment. Maybe smile and say they’ll try their best to help. But until all that bad energy is gone, and the airlines have employees that don’t stare daggers at their customers, I’m out."

So much of what is wrong with air travel is hard or expensive to fix...providing basic customer service is EASY and CHEAP...would it have been that hard for the person at the luggage counter at SEA to say:

"I'm sorry your luggage didn't make it and for the inconvenience this will cause you."

On a side note...

So much for SkyPriority that all the first class luggage didn't make it! Nice...

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i think he wrote an honest opinion about his "best in class/first class" experience.

hopefully someone with some management cajones makes his situation right for him.

I should see if this guy would want to take over my blog. :D

^ ^ ^

I wish more people would do this when airlines are negligent. The more airlines have to fight for their money (and maybe not get to keep it :D), the quicker they'll learn to do things right the first time.

So true! As a diamond member, I had to wait for 2 hours at a ATL carousel after JNB-ATL flight since they did not bother to let me know my bag will not make it nor did they have any staff around to process it.

^^^

Delta should make this their slogan. I love it.

That is one of the biggest issues with Delta, they do not have the staff to handle anything other then perfect operations, which rarely happen.