Originally Posted by dickinson
(Post 17126463)
Is there any evidence at all that Delta is doing this? I thought this was a NW issue that Delta inherited when it bought the airline.
But, thankfully DL has inherited the truly superior NW CS, that has improved pm-DL abysmal CS many, many, many fold over. So, in as much as their hands are often tied behind their backs, the (now) DL CS really does try to help their customers as much as they can, and is the one bright spot in DL. |
Originally Posted by RealHJ
(Post 17126472)
But how do we know that they haven't said no to a number of requests, first, before taking the action that they took? I would think that almost surely they have. This wouldn't come out of the blue. This would come after first telling him no, and no, and no yet again, and him getting more and more rabid and crazy, then seeing that they simply can't subject their employees to that kind of treatment by an out-of-control customer.
June 27, 2008: He receives a call from NWA telling him his status was being revoked. July 18, 2008: He receives a letter advising him he will no longer be provided compensation every time he writes. |
Originally Posted by RealHJ
(Post 17126500)
No, with Delta your loyalty expires at T-72 and DL realy, trully doesn't care about its customers. At all.
But, thankfully DL has inherited the truly superior NW CS, that has improved pm-DL abysmal CS many, many, many fold over. So, in as much as their hands are often tied behind their backs, the (now) DL CS really does try to help their customers as much as they can, and is the one bright spot in DL. |
The squeaky wheel ...
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Originally Posted by javabytes
(Post 16877375)
An exhibit attached to the complaint indicates he contacted NW 24 times in a 6 month period, and that they awarded him $1,925 in TCVs, 78,500 miles, a voucher extension, and $491 in cash reimbursements. I know DL has some customer service issues - but - let's be real. Have to agree with those siding with Delta on this one. |
Originally Posted by brad9696
(Post 17135683)
Really - 24 times in 6 months - that's 1 "problem/complaint" per week. So if this guy was a really heavy duty flyer (125 segments / year) - he would have had a major issue to complain about (sufficient to contact CS) at a minimum - every other flight. Moreover, receiving 78k in skypesos during 6 months - that was probably equal to the MQM's accrued during the same period.
I know DL has some customer service issues - but - let's be real. Have to agree with those siding with Delta on this one. Why bother cutting him off? |
Digging up this old thread...
For those of you sharpening your pencils over the latest enhancements:
Supreme Court today granted review of the 9th Circuit's decision in Northwest, Inc. v. Ginsberg (12-462) to address whether state consumer-protection laws are preempted by federal law (Airline Deregulation Act of 1978 among others) as it relates to frequent-flyer programs. Of note is that Delta (Northwest) has hired former Solicitor General and general Supreme Court bigshot Paul Clement, of US v. Windsor and NFIB v. Sebelius fame, to represent them at the court. Also noteworthy is that this case was put on hold by the Court for months, apparently for the decision (issued last week) in Dan's City Used Cars, Inc. v. Pelkey (12-52), which also addressed federal transportation statute preemption of state consumer-protection claims. In that case, the Court ruled unanimously that the claims were not preempted. Key to this case will be whether frequent flyer programs are "related to" a "price, route or service" under the terms of those laws, and whether Justices Scalia and Alito prefer Tanqueray or Gordon's. |
I'm fascinated by this story. Delta (nee NW) agreeing to compensate him for each complaint kind of undercuts their own argument that he misused the program - he asked for something, Delta chose to give it to him, and then seemed to regret making those outlays. A change of heart seems to be Delta's problem, not the flyer's - they should have just said no to his requests, and thus taught him to either stop complaining or to fly elsewhere.
Revoking somebody's miles and then hiding behind an arcane federal law to avoid arguing the case on the merits of the contract claim is some seriously shady conduct - bad PR - even if the guy was a total pain in the a**. It sounds like SCOTUS will rule for the guy, too, in light of the other case. |
Originally Posted by marcworld
(Post 20782948)
I'm fascinated by this story. Delta (nee NW) agreeing to compensate him for each complaint kind of undercuts their own argument that he misused the program - he asked for something, Delta chose to give it to him, and then seemed to regret making those outlays. A change of heart seems to be Delta's problem, not the flyer's - they should have just said no to his requests, and thus taught him to either stop complaining or to fly elsewhere.
Revoking somebody's miles and then hiding behind an arcane federal law to avoid arguing the case on the merits of the contract claim is some seriously shady conduct - bad PR - even if the guy was a total pain in the a**. It sounds like SCOTUS will rule for the guy, too, in light of the other case. I agree that cutting off the guy from freebies without revoking his membership was probably the way to go, but that may not have been feasible at the time, if one rep says no hang up and try another. If Delta loses, I wouldn't be surprised if they create a way to track if you make frivolous complaints (if they haven't already). I'm fascinated and annoyed by this story. Fascinated that a FF program case is going to the highest court in the land, annoyed that our tax dollars are being spent to hear this case. |
DL could cut off the freebies, but he could still waste a lot of DL staff time, much more than his business was worth.
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Originally Posted by MSPeconomist
(Post 20783243)
DL could cut off the freebies, but he could still waste a lot of DL staff time, much more than his business was worth.
Admittedly, it would be hard for Delta to know in 2008 that it would probably cost them more in defending a lawsuit than in the waste CS rep time. But, looking forward, I bet Delta trains reps to "just say no" and end the call for "problem" FFers. Unless there is some blatant and provable violation that occurred, like selling an award ticket, I would think Delta would avoid kicking people out for complaining too much. BTW, I do agree with Delta actions, but if they lose this case I see them changing their approach to these cases dramatically. |
I bet other airlines don't want to see DL lose, given that it will set precedents. Other businesses that fire customers are probably following carefully too.
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DL probably has a large staff of lawyers working full time. Many companies will pay $20k or $30k to avoid litigation as that is cheaper than going to court and winning. But not all. I worked for a casino in NJ that took on every lawsuit and wouldn't give in, spending $100k a month on retainer with 3 of the states biggest law firms.
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Originally Posted by csdripps
(Post 20783333)
BTW, I do agree with Delta actions, but if they lose this case I see them changing their approach to these cases dramatically.
For those interested, petitions in the case can be found here: http://www.scotusblog.com/case-files...nc-v-ginsberg/ |
The USA Supreme Court has agreed to hear the case so there has to be merit to his case and the way the lower court ruled against him and in favor of DL ( NW )
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