OK, where is "Have One On Us"?
#331
FlyerTalk Evangelist
Join Date: Jun 2008
Programs: Formaldehyde Medallion DL DieMiles
Posts: 12,646
Jacob,
Your Million Miler bug fix may have produced positive results.
I just received my first HOOU coupon in memorable history.
One coupon, in spite of two missed UGs.
Am I to assume the one per day restriction (counter to what SMI told us to expect) is still in force?
Your Million Miler bug fix may have produced positive results.
I just received my first HOOU coupon in memorable history.
One coupon, in spite of two missed UGs.
Am I to assume the one per day restriction (counter to what SMI told us to expect) is still in force?
#332
FlyerTalk Evangelist
Join Date: Oct 2001
Location: check swarm
Programs: DL DM & 2MM, SPG/Bonvoid LT Titanium, Hyatt Globalist, $tarbucks Titanium
Posts: 14,400
#334
A FlyerTalk Posting Legend, Moderator, Information Desk, Ambassador, Alaska Airlines
Join Date: Dec 2006
Location: FAI
Programs: AS MVP Gold100K, AS 1MM, Maika`i Card, AGR, HH Gold, Hertz PC, Marriott Titanium LTG, CO, 7H, BA, 8E
Posts: 42,953
Glad to hear that ^ and also good to hear some of the other bugs are being worked out
#335
Join Date: Oct 2010
Location: ATL
Programs: DL SkyMiles (Silver), UA Mileage Plus, US Scareways, AA Advantage
Posts: 336
Jacob,
Your Million Miler bug fix may have produced positive results.
I just received my first HOOU coupon in memorable history.
One coupon, in spite of two missed UGs.
Am I to assume the one per day restriction (counter to what SMI told us to expect) is still in force?
Your Million Miler bug fix may have produced positive results.
I just received my first HOOU coupon in memorable history.
One coupon, in spite of two missed UGs.
Am I to assume the one per day restriction (counter to what SMI told us to expect) is still in force?
#336
Join Date: Aug 2007
Location: Atlanta, GA
Posts: 33
Message from Jacob's Cubicle...
Greetings! I'm back and multi-quoting! SMI gave me a tutorial on multi-quotes; it's now m my new, favorite FT feature.
Yes, that has been the goal all along. We've had a few hiccups along the way and a few known issues to fix (and the big issues have been fixed).
The complaints have stopped, so it looks like folks are getting their coupons.
Glad to hear!
The below is a distilled version of the coupon issuance criteria. As mentioned in #231, coupons are issued on a per trip basis, not segment basis and there are a couple known issues to still be worked through.
Customers with a status of
• Diamond/Million Miler (MM/DM) OR
• Diamond (DM) OR
• Platinum/Million Miler (MM/PM) OR
• Platinum (PM) OR
• Gold/Million Miler (MM/GM) OR
• Gold (GM)
AND seated in one of the following classes of service on a DL/DL Conx at time of online check-in:
• Y
• B
• M
• H
• Q
• K
• L
• U
• T
• E
• NK
• ND
• NT
• NP
• NG
• NM
• N
AND traveling to any airport
Yeah, I think so. If I ever run into you or StayingHomeIsBetter on a flight, your second drink is on me.
I think I've created some confusion in this forum by using the phrase surprise and delight. I'm sorry. Surprise and delight is the concept we started with back in April 2010, and it lasted all of a few weeks.
The underlying operative concept is consistency, not surprise and delight.
And today, I believe customers are seeing these consistently now that we've made a couple significant bug fixes.
Glad to hear that you got a coupon!
Coupons are issued one per trip (not segment or by day). If SMI said that we issue them on every segment, then that's not correct, and I'm really sorry to have created some confusion.
I should have had SMI elaborate further in the very first post we made. I definitely see now we should have been more specific.
If you were seated in economy and used online check-in, you should have seen one. Where did you check-in? What class of service where you in?
Best regards,
Jacob Morris
Senior Product Manager
Customer Experience
Delta Air Lines, Inc.
The complaints have stopped, so it looks like folks are getting their coupons.
But, in all seriousness, if I fail to get a coupon for a particular flight there is no way for me to know whether this is due to (1) unresolved IT issues or (2) that flight was not meant to be on of my surprise and delight moments.
I truly am not trying to be a smart-aleck here but, unless I know how the system is intended to function when it is functioning correctly, I cannot determine when it is not functioning correctly. Enough ambiguity remains in the description of DL's policy for the HOOU program to prompt this uncertainty.
I truly am not trying to be a smart-aleck here but, unless I know how the system is intended to function when it is functioning correctly, I cannot determine when it is not functioning correctly. Enough ambiguity remains in the description of DL's policy for the HOOU program to prompt this uncertainty.
Customers with a status of
• Diamond/Million Miler (MM/DM) OR
• Diamond (DM) OR
• Platinum/Million Miler (MM/PM) OR
• Platinum (PM) OR
• Gold/Million Miler (MM/GM) OR
• Gold (GM)
AND seated in one of the following classes of service on a DL/DL Conx at time of online check-in:
• Y
• B
• M
• H
• Q
• K
• L
• U
• T
• E
• NK
• ND
• NT
• NP
• NG
• NM
• N
AND traveling to any airport
And, to this day, we still do not know whether "surprise and delight" is still the operative concept underlying the program.
If an elite is not upgraded, or is on a single class RJ, should he/she expect to receive the coupon, or not?
By failing to answer this simple question, Jacob appears to want to continue the ambiguity.
I have trouble understanding why.
If an elite is not upgraded, or is on a single class RJ, should he/she expect to receive the coupon, or not?
By failing to answer this simple question, Jacob appears to want to continue the ambiguity.
I have trouble understanding why.
The underlying operative concept is consistency, not surprise and delight.
And today, I believe customers are seeing these consistently now that we've made a couple significant bug fixes.
Jacob,
Your Million Miler bug fix may have produced positive results.
I just received my first HOOU coupon in memorable history.
One coupon, in spite of two missed UGs.
Am I to assume the one per day restriction (counter to what SMI told us to expect) is still in force?
Your Million Miler bug fix may have produced positive results.
I just received my first HOOU coupon in memorable history.
One coupon, in spite of two missed UGs.
Am I to assume the one per day restriction (counter to what SMI told us to expect) is still in force?
Coupons are issued one per trip (not segment or by day). If SMI said that we issue them on every segment, then that's not correct, and I'm really sorry to have created some confusion.
I should have had SMI elaborate further in the very first post we made. I definitely see now we should have been more specific.
Best regards,
Jacob Morris
Senior Product Manager
Customer Experience
Delta Air Lines, Inc.
Last edited by Jacob Morris; Apr 27, 2011 at 3:05 pm Reason: edit
#337
Join Date: Nov 2010
Location: CLE
Programs: DL PM, SPG Gold, Hertz five star
Posts: 113
I just received the first "Have one on us" coupons in a long time. This is also the first time that I am on CRJ the whole way with no FC....I wonder if that has a lot to do with it, the fact that they know I wont get free booze without it..haha
#338
Join Date: Nov 2010
Location: BNA/SAN
Programs: DL PM 1.5 MM , Hilton Diamond, Marriott Lifetime Plat
Posts: 754
Actually, I had a flight on the 17th which is the first time I haven't received a HOOU coupon in a long time when using my home computer to print out my boarding pass. Sometimes it was a miss at hotels, but wrote that off to their browser issues. No biggie, still had some coupons from my PM kit.
#339
FlyerTalk Evangelist
Join Date: Jun 2008
Programs: Formaldehyde Medallion DL DieMiles
Posts: 12,646
Greetings! I'm back and multi-quoting! SMI gave me a tutorial on multi-quotes; it's now m my new, favorite FT feature.
Yes, that has been the goal all along. We've had a few hiccups along the way and a few known issues to fix (and the big issues have been fixed).
The complaints have stopped, so it looks like folks are getting their coupons.
Glad to hear!
The below is a distilled version of the coupon issuance criteria. As mentioned in #231, coupons are issued on a per trip basis, not segment basis and there are a couple known issues to still be worked through.
Customers with a status of
• Diamond/Million Miler (MM/DM) OR
• Diamond (DM) OR
• Platinum/Million Miler (MM/PM) OR
• Platinum (PM) OR
• Gold/Million Miler (MM/GM) OR
• Gold (GM)
AND seated in one of the following classes of service on a DL/DL Conx at time of online check-in:
• Y
• B
• M
• H
• Q
• K
• L
• U
• T
• E
• NK
• ND
• NT
• NP
• NG
• NM
• N
AND traveling to any airport
Yeah, I think so. If I ever run into you or StayingHomeIsBetter on a flight, your second drink is on me.
I think I've created some confusion in this forum by using the phrase surprise and delight. I'm sorry. Surprise and delight is the concept we started with back in April 2010, and it lasted all of a few weeks.
The underlying operative concept is consistency, not surprise and delight.
And today, I believe customers are seeing these consistently now that we've made a couple significant bug fixes.
Glad to hear that you got a coupon!
Coupons are issued one per trip (not segment or by day). If SMI said that we issue them on every segment, then that's not correct, and I'm really sorry to have created some confusion.
I should have had SMI elaborate further in the very first post we made. I definitely see now we should have been more specific.
If you were seated in economy and used online check-in, you should have seen one. Where did you check-in? What class of service where you in?
Best regards,
Jacob Morris
Senior Product Manager
Customer Experience
Delta Air Lines, Inc.
Yes, that has been the goal all along. We've had a few hiccups along the way and a few known issues to fix (and the big issues have been fixed).
The complaints have stopped, so it looks like folks are getting their coupons.
Glad to hear!
The below is a distilled version of the coupon issuance criteria. As mentioned in #231, coupons are issued on a per trip basis, not segment basis and there are a couple known issues to still be worked through.
Customers with a status of
• Diamond/Million Miler (MM/DM) OR
• Diamond (DM) OR
• Platinum/Million Miler (MM/PM) OR
• Platinum (PM) OR
• Gold/Million Miler (MM/GM) OR
• Gold (GM)
AND seated in one of the following classes of service on a DL/DL Conx at time of online check-in:
• Y
• B
• M
• H
• Q
• K
• L
• U
• T
• E
• NK
• ND
• NT
• NP
• NG
• NM
• N
AND traveling to any airport
Yeah, I think so. If I ever run into you or StayingHomeIsBetter on a flight, your second drink is on me.
I think I've created some confusion in this forum by using the phrase surprise and delight. I'm sorry. Surprise and delight is the concept we started with back in April 2010, and it lasted all of a few weeks.
The underlying operative concept is consistency, not surprise and delight.
And today, I believe customers are seeing these consistently now that we've made a couple significant bug fixes.
Glad to hear that you got a coupon!
Coupons are issued one per trip (not segment or by day). If SMI said that we issue them on every segment, then that's not correct, and I'm really sorry to have created some confusion.
I should have had SMI elaborate further in the very first post we made. I definitely see now we should have been more specific.
If you were seated in economy and used online check-in, you should have seen one. Where did you check-in? What class of service where you in?
Best regards,
Jacob Morris
Senior Product Manager
Customer Experience
Delta Air Lines, Inc.
I want to acknowledge, and tell you how sincerely I appreciate, the candor and detail in your post.^^^
Transparency is good and provides a welcome alternative to speculation.
I hope that I seldom need them, but I have greatly increased confidence that I will receive the HOOU coupons necessary to comfort me on any non-upgraded flights in the future.
I am curious though... what are the "couple known issues to still be worked through"?
#340
FlyerTalk Evangelist & Ambassador: China
Join Date: Aug 2005
Location: DEN
Programs: DL DM/MM, UA 1K, AA Exp, HH Dia, WOH Glob, IHG Plat, Marriott Gold, NA EE, Hertz PC
Posts: 17,418
Jacob, can you confirm this is only working with OLCI and not with Kiosk check-in? What about reprinting BP at the airport kiosks?
#342
Join Date: Feb 2008
Location: JFK,ATL,LGA (the rest of the world follows)
Programs: DL KM/DM/2MM (NH Plat emeritus, CO Plat emeritus, and no place like home)
Posts: 3,190
Good morning Jacob,
We are willing to buy you a picture of a window to the cubicle... and even put a plane in the background (oh... that would feel like a first class seat! )
Thank you for the update. I do see that you, and other DL employees are now marked nicely in green (good new FT feature).
Please encourage your fellows to come in and participate/reply to the inquries raised (i.e. dl.com, pricing errors, schedules, OLCI msgs, HOOU-thank you,etc.)
Best,
DLroads (looking from window at a nice day in the NY area, and planes to/from LGA seem to go on a regular pattern)
We are willing to buy you a picture of a window to the cubicle... and even put a plane in the background (oh... that would feel like a first class seat! )
Thank you for the update. I do see that you, and other DL employees are now marked nicely in green (good new FT feature).
Please encourage your fellows to come in and participate/reply to the inquries raised (i.e. dl.com, pricing errors, schedules, OLCI msgs, HOOU-thank you,etc.)
Best,
DLroads (looking from window at a nice day in the NY area, and planes to/from LGA seem to go on a regular pattern)
#343
Join Date: Aug 2007
Location: Atlanta, GA
Posts: 33
Follow-up
Are you still having any issues? What browser and version are you using?
His advice was to remove all the entries set to 127.0.0.0.1, with the exception of 127.0.0.0.1 local host (if you have that one).
Glad you enjoyed your drink!
Actually, I had a flight on the 17th which is the first time I haven't received a HOOU coupon in a long time when using my home computer to print out my boarding pass. Sometimes it was a miss at hotels, but wrote that off to their browser issues. No biggie, still had some coupons from my PM kit.
Jacob,
I want to acknowledge, and tell you how sincerely I appreciate, the candor and detail in your post.^^^
Transparency is good and provides a welcome alternative to speculation.
I hope that I seldom need them, but I have greatly increased confidence that I will receive the HOOU coupons necessary to comfort me on any non-upgraded flights in the future.
I am curious though... what are the "couple known issues to still be worked through"?
I want to acknowledge, and tell you how sincerely I appreciate, the candor and detail in your post.^^^
Transparency is good and provides a welcome alternative to speculation.
I hope that I seldom need them, but I have greatly increased confidence that I will receive the HOOU coupons necessary to comfort me on any non-upgraded flights in the future.
I am curious though... what are the "couple known issues to still be worked through"?
Known Issues
- A trip with multiple segments where the last segment of the trip is in F/C, but the previous segments are in Y and not upgraded will not see a coupon today.
This was not intentional or part of any IT requirements we (DL) developed; this is a physical limitation to the ad serving solution we're using to power coupons.
- Itineraries with an OA Elite number (Alaska MVP Gold or SkyTeam Elite Plus) will not see a coupon today.
When we originally setup Sojern on delta.com way back when, and prior to coupons, the OA elite indicators were not identified and setup to be passed to the vendor in our original requirements (I can't recall exactly why, but I believe there was no business need at the time that warranted passing the data, not realizing we would use this ad serving solution to power a coupon benefit for elites a couple years later, and then need it).
On the upside, I am actively working on these. Based on what I've learned so far, #1 will probably be easier to fix, and #2 may take us a little bit longer. Stay tuned!
Feature Requests
Here are some of the feature requests we've received from many of you. I keep a running log of these things so our team here can keep top of mind when we find new development opportunities for the product.
- Serve coupons on each individual economy segment within a trip (versus the one coupon per trip we do today)
- Serve coupons on mobile & kiosks
- Extend validity dates
- Add movie/headset to redemption options
- Serve coupons to companions traveling in the same PNR who are not technically Sky Priority
I need to re-sweep through this thread again, as I might be missing one or two. More ideas are always welcome!
I would love to add Sky Priority coupons to kiosk and mobile. It's on the roadmap, but to be completely upfront, I don't think we'll see those features added in 2011.
Good morning Jacob,
We are willing to buy you a picture of a window to the cubicle... and even put a plane in the background (oh... that would feel like a first class seat! )
Thank you for the update. I do see that you, and other DL employees are now marked nicely in green (good new FT feature).
Please encourage your fellows to come in and participate/reply to the inquries raised (i.e. dl.com, pricing errors, schedules, OLCI msgs, HOOU-thank you,etc.)
Best,
DLroads (looking from window at a nice day in the NY area, and planes to/from LGA seem to go on a regular pattern)
We are willing to buy you a picture of a window to the cubicle... and even put a plane in the background (oh... that would feel like a first class seat! )
Thank you for the update. I do see that you, and other DL employees are now marked nicely in green (good new FT feature).
Please encourage your fellows to come in and participate/reply to the inquries raised (i.e. dl.com, pricing errors, schedules, OLCI msgs, HOOU-thank you,etc.)
Best,
DLroads (looking from window at a nice day in the NY area, and planes to/from LGA seem to go on a regular pattern)
Interest in FlyerTalk is growing at DL HQ. In fact, several employees, myself included, had a FlyerTalk pow wow earlier this week. I think you'll start to see more employees at HQ joining in here soon...
Jacob Morris
Senior Product Manager
Customer Experience
Delta Air Lines, Inc.
#344
Join Date: Apr 2005
Location: MSP
Programs: Delta PM, Hertz Plat
Posts: 1,224
Feature Requests
Here are some of the feature requests we've received from many of you. I keep a running log of these things so our team here can keep top of mind when we find new development opportunities for the product.
Here are some of the feature requests we've received from many of you. I keep a running log of these things so our team here can keep top of mind when we find new development opportunities for the product.
- Serve coupons on each individual economy segment within a trip (versus the one coupon per trip we do today)
- Serve coupons on mobile & kiosks
- Extend validity dates
- Add movie/headset to redemption options
- Serve coupons to companions traveling in the same PNR who are not technically Sky Priority
Also, on browser compatibility, I never get the coupon to appear using the Chrome browser.
#345
Join Date: Oct 2010
Location: ATL
Programs: DL SkyMiles (Silver), UA Mileage Plus, US Scareways, AA Advantage
Posts: 336
T
Interest in FlyerTalk is growing at DL HQ. In fact, several employees, myself included, had a FlyerTalk pow wow earlier this week. I think you'll start to see more employees at HQ joining in here soon...
Jacob Morris
Senior Product Manager
Customer Experience
Delta Air Lines, Inc.
Interest in FlyerTalk is growing at DL HQ. In fact, several employees, myself included, had a FlyerTalk pow wow earlier this week. I think you'll start to see more employees at HQ joining in here soon...
Jacob Morris
Senior Product Manager
Customer Experience
Delta Air Lines, Inc.
Once again, thanks for posting here on FT!
DL757ATL