Tone Deaf Delta
May 26, 2017, 2:15 pm
#31
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Guess I have a very different idea of what the twitter account is meant for. Namely, issues that require immediate attention (SDC, seat selection, flight changes, etc), rather than a generic complaint line (for which the contact us form seems more appropriate). Also, looking at the public tweets doesn't really show what's going on with private messages and doesn't strike me as necessarily representative.
May 26, 2017, 2:53 pm
#32
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The initial response is automated based on a quick human scan to make certain that it is an issue which does not require immediate attention.
OP got two of those here.
Substantive responses are dependent on the nature of the issue. Lost luggage vs. stale peanuts is a good analogy. Also relevant is commentary about stuff which may go into a database for marketing consideration, but isn't really going to generate a response beyond, "sorry you didn't like the thread count in the hot towel, we hope to see you again soon - here's 25 SM."
Social media is great, but gumming it up with junk which either can't be fixed or dealt with immediately, simply puts the people who really could make use of real-time assistance, even further down the queue.
Without knowing the exact nature of OP's complaint, it's hard to remotely suggest that he has received anything but appropriate service.
OP got two of those here.
Substantive responses are dependent on the nature of the issue. Lost luggage vs. stale peanuts is a good analogy. Also relevant is commentary about stuff which may go into a database for marketing consideration, but isn't really going to generate a response beyond, "sorry you didn't like the thread count in the hot towel, we hope to see you again soon - here's 25 SM."
Social media is great, but gumming it up with junk which either can't be fixed or dealt with immediately, simply puts the people who really could make use of real-time assistance, even further down the queue.
Without knowing the exact nature of OP's complaint, it's hard to remotely suggest that he has received anything but appropriate service.
May 26, 2017, 10:37 pm
#33
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Ah, Yes, the "I will share this with someone else who likely cares even less about the matter.... and you will not get a response anyway" non-response response.
In fairness, this is not a uniquely DL phenomenon. It's just the way "customer service" is heading in the USA.
In fairness, this is not a uniquely DL phenomenon. It's just the way "customer service" is heading in the USA.
May 26, 2017, 10:45 pm
#34
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wrt Rene's post above: I posted this pic in another thread this past week, but it obviously applies here as well
May 27, 2017, 7:38 am
#35
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Personally, I just can not wait to try the "express tram" in in DTW all the way from A to C.
https://twitter.com/Delta/status/867757389252096005
https://twitter.com/Delta/status/867757389252096005
May 27, 2017, 8:25 am
#36
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Maybe but here is one of many examples https://twitter.com/Delta/status/868106025773264900
May 27, 2017, 8:27 am
#37
Join Date: Jan 2002
Location: Atlanta, GA
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Posts: 1,451
I have had two issues in the last two years with more or less the same sequence of events as the OP experienced. Once I had the initial reply with a "we'll get back to you soon" and never heard again. The other time I used the web box I didn't even get that. I followed up on one of my complaints two more times with no reply.
I shrugged off my complaints, but it's probably good to know that it is a hit-or-miss system at best.
I shrugged off my complaints, but it's probably good to know that it is a hit-or-miss system at best.
May 27, 2017, 8:36 am
#39
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As someone mentioned, with 120 million people flying a year, they get lots of feedback and complaints.
Some are downright stupid and not worth a response.
Some do not need a response.
Some are out of line.
Some are being worked on.
Some are just the result of flying.
Some may not get a response for legal or PR reasons.
and
SOME ARE ACTUALLY IMPORTANT and should be responded to.
No idea what the OP wrote in.
May 27, 2017, 9:37 am
#40
Join Date: Nov 2011
Location: Formerly at PIT, now planted near MSP.
Programs: No flights since April 2019 (Medical Issues). Lost all my status.
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Got Fax (machine)?
I had a problem getting SM MQM credit for a flight taken during the "Great Disruption". After many emails and phone calls a DL rep said to try sending a fax. I sent the fax and the problem was corrected shortly thereafter.
May 27, 2017, 11:01 am
#41
Join Date: Sep 2010
Location: NYC
Programs: Delta DM, 2MM
Posts: 1,254
My experience
I had a delayed JAX-JFK flight last week. After 4 hours of MX delay, I jumped ship to connect through ATL. Got to NYC 6 hours late.
Wrote an email and within 3 days, I got a $150 travel credit and 25,000 skymiles.
I was pleased.
Wrote an email and within 3 days, I got a $150 travel credit and 25,000 skymiles.
I was pleased.