Does Delta keep a file on complainers?
Jan 27, 2014 | 9:02 am
#1
Original Poster
Join Date: Dec 2009
Posts: 92
Does Delta keep a file on complainers?
For no good reason, I'm curious.
Does Delta keep a record by SM number or passenger name of comments we have made?
I send probably half a dozen compliments a year, and maybe a complaint once a year or so, and I'm curious if anyone knows if that stuff I send in is socked away in a database.
Does Delta keep a record by SM number or passenger name of comments we have made?
I send probably half a dozen compliments a year, and maybe a complaint once a year or so, and I'm curious if anyone knows if that stuff I send in is socked away in a database.
Jan 27, 2014 | 9:15 am
#3
Join Date: Jun 2012
Programs: DL DM, Hilton Diamond
Posts: 139
Jan 27, 2014 | 10:08 am
#6
Join Date: Feb 2012
Location: Los Angeles, CA
Programs: DL DM, UA 1K, AA EXP, US G, SPG P, HH D, MR G, NEXUS/GE, DL AMEX Reserve
Posts: 2,035
Jan 27, 2014 | 10:12 am
#7
Join Date: Mar 2010
Programs: DL PM, Bonvoy Gold
Posts: 8,437
I recall discussions on FT about customers having an internal score that is influenced by a lot of different factors. Complaining too much can lower your score, I think. Buying expensive tickets can raise it. A while ago someone posted a method for accessing your score, but I don't remember how.
Jan 27, 2014 | 10:16 am
#8
Join Date: Mar 2011
Programs: DL ♦, Marriot Plt, NATL EE
Posts: 526
Not only complaints but they can and will notate the system if you are rude to an agent on the phone. It doesnt come up on the first screen they pull up on you but its available if the agent wants to look for it
Jan 27, 2014 | 10:42 am
#9
Join Date: Dec 2009
Location: MSP
Programs: DL GM, AMEX Business Platinum, AMEX Delta Reserve, DL SkyClub Member, Choice PM
Posts: 2,218
As a business person I also keep an active dynamic record of my customers ... good, bad and ugly ones too!
It helps one respond in the correct fashion individually to each compliment/ complaint received to tailor the offering to each customer.
Jan 27, 2014 | 10:43 am
#10
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: 102,617
Isn't the definition of rude pretty subjective? Someone could have their file noted for this when the agent is just having a bad day.
Jan 27, 2014 | 10:46 am
#11
Join Date: Apr 2012
Location: California
Programs: DeltaGold/MM, Marriott Platinum
Posts: 493
Sometimes I complain about things, not to get compensation, but to tell them what is going on. Especially with the IFEs where I developed systems for digital cinema for theaters.
If you don't tell them about something, they can't fix it.
If you don't tell them about something, they can't fix it.
Jan 27, 2014 | 10:54 am
#12
Join Date: Mar 2011
Programs: DL ♦, Marriot Plt, NATL EE
Posts: 526
Very much so. A couple of years back I was shown an entry in my record that I was rude to an agent on the phone and it was noted. I know the phone call in question and I know the flights in question (involved IROPS in the pre-merger days where I ended up flying MCO-BWI-SLC-xxx to get home instead of MCO-SLC-xxx) and I know I was insistent that I would fly any route possible to get home. I dont think I was rude nor did my co-workers sitting next to me but yet my file has a notation in it that I was rude to the agent
Jan 27, 2014 | 11:17 am
#14
Suspended
Join Date: Jan 2014
Location: BOS
Programs: DL PM
Posts: 84
So we all know the story about the Rabbi from the old NW days, but aside from that case, at what point should someone whom has complained or been cited as rude by an Agent start to worry about implications?
I think it's a little unfair that the knowledge of agents is so across the board. As has been mentioned multiple times on this site, you can get a great one or you can get a horrible one. Yet if you get one whom isn't aware of a policy or is just flat out wrong and you have to get a little terse with them to understand they're wrong, they will doc your file and it stays on there for who knows how long....?
I think it's a little unfair that the knowledge of agents is so across the board. As has been mentioned multiple times on this site, you can get a great one or you can get a horrible one. Yet if you get one whom isn't aware of a policy or is just flat out wrong and you have to get a little terse with them to understand they're wrong, they will doc your file and it stays on there for who knows how long....?
Jan 27, 2014 | 11:21 am
#15
Join Date: Sep 2013
Programs: DL PM, 1MM, DL SC, Kimpton Inner Circle
Posts: 2,416
Very much so. A couple of years back I was shown an entry in my record that I was rude to an agent on the phone and it was noted. I know the phone call in question and I know the flights in question (involved IROPS in the pre-merger days where I ended up flying MCO-BWI-SLC-xxx to get home instead of MCO-SLC-xxx) and I know I was insistent that I would fly any route possible to get home. I dont think I was rude nor did my co-workers sitting next to me but yet my file has a notation in it that I was rude to the agent
