IMPRESSED with Delta gate service during delay!
Feb 27, 2013, 1:01 pm
#1
Original Poster
Join Date: Apr 2001
Programs: Emirates Gold, SQ Gold, Jet Airways Gold, BA Silver, Qatar Silver, Starwood Lifetime Gold
Posts: 1,167
IMPRESSED with Delta gate service during delay!
Am typing this from Gate G12 in Minneapolis, where our flight to Dallas is delayed due to a mechanical. We boarded on time and were almost ready to go, when the pilot came on and said there would be at least an hours delay due to a mechanical.
Delta allowed pax to de-board, and then about 30 minutes later had a snacls an refreshment booth set up at the gate for the pax (after announcing a further delay of about 45 min). I was impressed enough by that, but then they did even better -- the gate agent actually walked around the gate area, pax to pax, offering them snacks! And has been making regular announcements about the delay and reminding people refreshments are available.
Never seen a gate delay handled so elegantly before, and is highly commendable! The gate area around G12 is nice enough already, with the iPad-equipped seating and eating area. But this was truly above and beyond! ^
Delta allowed pax to de-board, and then about 30 minutes later had a snacls an refreshment booth set up at the gate for the pax (after announcing a further delay of about 45 min). I was impressed enough by that, but then they did even better -- the gate agent actually walked around the gate area, pax to pax, offering them snacks! And has been making regular announcements about the delay and reminding people refreshments are available.
Never seen a gate delay handled so elegantly before, and is highly commendable! The gate area around G12 is nice enough already, with the iPad-equipped seating and eating area. But this was truly above and beyond! ^
Feb 27, 2013, 1:25 pm
#3
A FlyerTalk Posting Legend
Join Date: Sep 2009
Location: Minneapolis: DL DM charter 2.3MM
Programs: A3*Gold, SPG Plat, HyattDiamond, MarriottPP, LHW exAccess, ICI, Raffles Amb, NW PE MM, TWA Gold MM
Posts: 100,393
Regular announcements when there are delays was a PMNW service standard. The GA or pilot was supposed to report back about every 15 minutes, even if just to say that there is no further information.
Feb 27, 2013, 1:30 pm
#5
Original Poster
Join Date: Apr 2001
Programs: Emirates Gold, SQ Gold, Jet Airways Gold, BA Silver, Qatar Silver, Starwood Lifetime Gold
Posts: 1,167
Several of MSP's gate have converted their seating areas to resemble internet cafes / bars, equipped with individual iPads for free browsing, ordering food and beverages from linked restaurants, etc. Really cool actually. And no requirement to purchase anything.
The gate agent just did a second round of walking around offering snacks. We have been off the aircraft now for about 75 minutes, but they say the problem is fixed, just waiting for paperwork. Outstanding service recovery!
The gate agent just did a second round of walking around offering snacks. We have been off the aircraft now for about 75 minutes, but they say the problem is fixed, just waiting for paperwork. Outstanding service recovery!
Feb 27, 2013, 1:31 pm
#6
Original Poster
Join Date: Apr 2001
Programs: Emirates Gold, SQ Gold, Jet Airways Gold, BA Silver, Qatar Silver, Starwood Lifetime Gold
Posts: 1,167
Yes, that is correct. The prompt and personal gate F&B service for a fairly routine delay is what is new.
Feb 27, 2013, 2:07 pm
#8
Join Date: Jul 2011
Location: PVD
Programs: Delta PM, HHonors Diamond (Aspire)
Posts: 294
In August, my LAX-NRT was delayed (maybe 2-3 hours). They brought around carts with first class snack basket goodies and sodas in cans and everybody could help themselves. They also had a pop corn machine for the kids, I was really impressed.
I have also sometimes seen soda cans and bags of sun chips offered at the help desks in DTW to delayed pax. A little refreshment can go a long way, especially to the poor kettles that have to stand in those long lines.
Great customer service, Delta! ^
I have also sometimes seen soda cans and bags of sun chips offered at the help desks in DTW to delayed pax. A little refreshment can go a long way, especially to the poor kettles that have to stand in those long lines.
Great customer service, Delta! ^
Feb 27, 2013, 2:28 pm
#9
Join Date: Jul 2004
Programs: DL; AA; UA; CO; LHLX; NZ; QR; EK; BA
Posts: 7,407
Originally Posted by Sankaps
Several of MSP's gate have converted their seating areas to resemble internet cafes / bars, equipped with individual iPads for free browsing, ordering food and beverages from linked restaurants, etc. Really cool actually. And no requirement to purchase anything.
http://delta.thedigitalcenter.com/as...-croque-madame
Feb 27, 2013, 2:36 pm
#10
Original Poster
Join Date: Apr 2001
Programs: Emirates Gold, SQ Gold, Jet Airways Gold, BA Silver, Qatar Silver, Starwood Lifetime Gold
Posts: 1,167
Am inflight now after a 2 hour delay. In addition to the gate refreshments and service recovery, the captain just announced that they are opening the bar up for all pax to apologise for the delay. It keeps getting better!
Feb 27, 2013, 2:47 pm
#12
Original Poster
Join Date: Apr 2001
Programs: Emirates Gold, SQ Gold, Jet Airways Gold, BA Silver, Qatar Silver, Starwood Lifetime Gold
Posts: 1,167
Not sure, but its all good. The flight is operated by Compass Airlines, incidentally, as there is no mainline service between MSP and DFW anymore on DL/NW. It is on an ERJ-175.
Feb 27, 2013, 7:02 pm
#15
A FlyerTalk Posting Legend
Join Date: Sep 2009
Location: Minneapolis: DL DM charter 2.3MM
Programs: A3*Gold, SPG Plat, HyattDiamond, MarriottPP, LHW exAccess, ICI, Raffles Amb, NW PE MM, TWA Gold MM
Posts: 100,393
I've seen KLM offer lemonade and cookies around transfer desks when then had a computer meltdown in AMS. The expected time for kettles to see an agent for rebooking was running over 8hours that day. People took a number and proceeded to sleep on the floor.
In former times, free drinks in coach were standard when flights were delayed or otherwise messed up.
In former times, free drinks in coach were standard when flights were delayed or otherwise messed up.