Delta customer notes
 

I've seen this question alluded to, but never clearly asked, many times.

Clearly, the Delta systems know a lot about each SkyMiles member, including passport number, FF status, yearly spend, MM status, etc., etc. Also, I am well aware that individual reservations have notes on them that rez agents can leave for one another. Of course, there are also stories like the guy who complained so much that NWA revoked his FF account entirely.

I was hoping someone could shed some light on whether there is a notation system on a customer-level basis, where rez agents, GAs, FAs, etc. can takes notes on individual customers and, if so, who can change/access what. Are customers who ask lot of questions/know the rules.receive favors noted to not get the benefit of the doubt? Are rez agents able to see such a system but not GAs and FAs? Do FAs have their own system that has customer notes?

I'm surprised this question hasn't received wider coverage here. Perhaps Widgets or someone else with the inside scoop could shed some light.

Experian Mosaic
 

I recall an interesting post a while back about Experian Mosaic marketing codes (geodemogrphy) for the web site. I found it both amusing and terrifying. Delta believed I was a 60 year old living in rural Ohio with strong republican views. I did live in Ohio but the rest was not even close.


http://www.flyertalk.com/forum/delta-air-lines-skymiles/1431632-delta-new-dl-com-profiles-lot-about-you.html

This one is fun too:

https://www.delta.com/acctactvty/get...kerData.action

Lot's of SkyMiles / Medallion info. (must be logged in to Delta.com for all)

The GST or Skypro has more and more info feed to FAs each day it seems.

I saw an FA reading a DL doc onboard a flight yesterday.

Main message was about a way to more easily pull up customers onboard with 'Recognition events' using the SkyPro (tablet) by looking at them on the seatmap or creating a prioritized list.

No idea what a 'Recognition event' entails (1MM flight?) but there is definitely a fair bit of customer info available to FAs via the tablets.

TL/DR version. Don't be a jerk and it's unlikely anything will ever be notated about you, that you have not specifically requested.

The only thing that really stays with you is your skymiles account. Phone reps I know have the ability to put a note or two on your skymiles account...I do not know if the Airport people can see that or not.

We can also document PNR's which is 99% of what you ever hear about. The gate I know can see/add to that.

However...there are a few things to know.
A: unless you give someone a reason to start digging into you they are never going to look at the documentation in your skymiles account, or even document it in the first place. The only times I documented a skymiles account is when I suspected fraud. (Father and son using same account typically) Or when some became very abusive to me over the phone. And I worked in politics, what constituted as very abusive would make Bikers start to cry.

B: PNR's get documented all the time. It is important to note that the documentation only appears if someone pulls up your record...there is no note for the GA that I can leave that they will get without you talking to them.
Documentation happens mostly for 2 reasons: A note was adding asking for a special request that the current person you're working with can't fullfil.
Example: You tell me something happened and can't make your flight and I tel you that I can waive the change fee. But you don't know whe. You can go. I leave a note and the next person sees it and typically honors that.
B: You did something dumb. Like demanding something you are not entitled to, and being a jerk about it. If you're asking for an exception, ask politely and if you don't get the answer you want, politely hang up. If you make a huge stink they are likely to document the record as no one likes to be over-ruled when they know you are going to HUCA. Or you did something really dumb at the airport. If you get the GA documenting your record for the most part you've really done something stupid...full on temper tantrums, absolutely wasted, I saw someone who threw their briefcase at the monitor!

If I submit a complaint for delays/cancellations and ask for miles, would that be a red flag? I've been doing that quite often recently as a lot of my legs has been delayed lately

One guy found an air carrier's limit, and the carrier took it (rather famously) all the way to the U.S. Supreme Court.

https://thepointsguy.com/2014/04/us-...equent-flyers/

The GDS systems all have PNR notes which relate to the specific PNR. Most of those notes are customer-neutral and deal with things such as noting that the passenger is traveling with another passenger booked on a ticket under a different PNR and the like.

Those same notes, however, will include references provided by front-line and supervisory phone and airport agents dealing with specific issues, some of which may be negative. Some agents will document the fact that you sought a change fee waiver and that it was denied and others will only do it if you are rude or otherwise abusive.

All of that may be collected for CRM purposes, e.g. "we gave you a one-time waiver last time" and certainly customer service gestures for various things which identify perpetual complainers.

This is not just about "naughty and nice" it is also about looking for passengers who may be targets for OPUPS on international flights, which automated systems may identify for various opportunities and the like.

All of this suggests that how you interact with others does matter. When you ask for a change fee waiver and it is denied, thank the agent for at least considering it and politely end the call.

The odds of someone at the airline memorializing your reasonableness and appreciative attitude are slim and none. The odds of your tantrums and wild demands making your file, somewhat higher.

Both reservations and the airport are dealing with time critical situations. Reservations because they have a handle time they are supposed to meet, and the airport because people need to make their flights...they are only going to take the time to document if your a jerk and want to prepare the next person you talk to that you're a jerk.


The same people who yell, tend to be the same people who lie about what was "promised" on their previous call. I had people tell me the previous person told them they could waive everything because someone in the family died, pull up the record and the notes clearly say they asked for a voluntary change and were told the cost and weren't happy about it...they HUCA and now grandmas dead....right...notes are very important.

Also had people tell me the airport agent was rude to them and denied them boarding...pull up the record, and someone tried to check in 16 min before his flight to JNB.

This is fascinating - although previous year information is wrong for me, which seems odd...

This is true, though agent dependent. The other day when I called to use a RUC the agent was reviewing my record and laughed to herself. I asked her the reason for the chuckle and she said "Well, I was just reviewing your documentation and another agent put in here that you're very polite and friendly. You don't ever see that."

So, it does happen, but infrequently. Bottom line is always be kind to people you are asking for help from.

Most DL employees have access only to your Medallion threshold and any PNR-specific comments that may have been entered.

Some DL employees, like Medallion customer service reps, have access to a wider array of information. For example, they can access to your correspondence history (every time you tweet, write or call DL it's logged), customer score, etc. This is why Medallions who rarely complain will receive higher levels of compensation than those who do so regularly. And FYI - I'm not guessing on this...

How is customer score determined? Is this based on revenue (similar to Hilton's star-system)?

Everything in mine was info I could get from my skymiles activity and profile. Did you see other info in there? I do remember the info you could get in years past, and that was certainly eye-opening.