Delta Rant on TechCrunch
Aug 8, 2010 | 6:39 pm
#1
Original Poster
Join Date: Nov 2007
Programs: Delta PM, American Platinum
Posts: 48
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.
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.
Aug 8, 2010 | 7:12 pm
#2
Join Date: Feb 2003
Location: New Orleans (for now)
Programs: DL DM MM, WN, various other programs of lowly status
Posts: 1,700
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.
Stuff happens. It's how you handle the aftermath that breeds loyalty.
Aug 8, 2010 | 7:31 pm
#3
Join Date: Jan 2007
Posts: 1,621
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.
Aug 8, 2010 | 7:53 pm
#4
Join Date: Jan 2008
Location: Upstate, NY
Posts: 3,365
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 Id 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 theyll try their best to help. But until all that bad energy is gone, and the airlines have employees that dont stare daggers at their customers, Im 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...
"But what Id 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 theyll try their best to help. But until all that bad energy is gone, and the airlines have employees that dont stare daggers at their customers, Im 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...
Aug 8, 2010 | 9:11 pm
#6
FlyerTalk Evangelist
Join Date: Dec 2004
Location: MSP
Programs: Fallen Plats, ex-WN CP, DYKWIW; still PAL Premier Elite & Hilton Diamond
Posts: 25,429
Originally Posted by TechCrunch
The newer crop of airlines understand that happy employees tend to make good employees. Southwest, JetBlue, Virgin America – I’ve had recognizably positive moments on all of these airlines. Sometimes just from an employee who went slightly out of their way to do something right.
But Delta, oh God that airline sucks....
But Delta, oh God that airline sucks....
Originally Posted by TechCrunch
... and I’ve charged back the entire flight on my credit card ...
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
), the quicker they'll learn to do things right the first time.
Aug 9, 2010 | 3:02 am
#7
Join Date: Apr 2005
Location: DEN
Programs: Free checked in bag on UA & DL. Free icecream at Marriott checkin.
Posts: 2,862
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.
Aug 9, 2010 | 8:01 am
#9
Join Date: Nov 2004
Location: Nashville
Programs: DL DM 3 MM AA PLAT HH Lifetime Diamond Marriott Plat AMB lifetime titanium Hertz PC
Posts: 6,315
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.