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.

My only special remarks war story is about a seemingly nice lady who was in a pickle. She was friendly and all that, but when I looked at the special remarks and the time stamp, it looked like just an hour before she had called Res, cussed out the specialist, and threatened to kill her and the customer hung up. I asked the customer if she tried calling Reservations to make the change. She said yes. I asked if the call was successful. She said the call was dropped before the gal on the phone was able to finish helping her. I quoted her the same thing the Res specialist quoted. She paid no problem.

This looks like the data shown in the Medallion progress widget. Since the widget stopped showing previous year data for me a while back, I'd guess that DL stopped showing this data but (unintentionally?) left in the code that generated the Boolean fields for the JSON data dump.

I don't see any data there that isn't relevant to the widget (or past versions of the widget).

Every now and then DL seems to do me a favor for free, which I find interesting because I haven't had status in years. I like to think there's a note about the $20 I chipped in for the HIBRES appreciation day years ago.

I'm guessing DL is similar to AA in this regard. I dated an AA Executive Platinum (100K/yr) desk agent a while back. They work under less time pressure than the agents who serve lower-level elites and the general public, so they have time to enter all sorts of information. In my case all the other EXP desk agents knew not to ask me if I wanted to rent a car at my destination - not earth-shaking, not embarrassing, neither positive or negative, but it was in there. So was a lot of other stuff, like one FTer who always bought refundable international tickets to continue on after his destination on one U.S. coast or another, used them to access the F lounge (AA had several of them then) and then turned them in. AA could have put a stop to that, but the message said to let him keep doing it because he was very profitable overall (always flew paid F domestic) and they didn't want him to defect.

I'm wondering, how did you ask her out, over the EXP line?:D

Exactly.

When you visit delta.com, your browser receives generic web code to render the widget. Your browser then makes a call to delta.com to get your specific details, and the widget updates itself to show you how far you are to PM or whatever. Presumably the mobile apps make the same call to get the same info.

Nothing exciting here, unlike that old thread cited earlier.

I'd be afraid of what gets entered in the customer record after breaking up :D

I would love to get my record notated to never again be asked about a rental car!

Perhaps this thread explains what happened to me (in a good way) when I flew the big D last Wednesday (5/31).

I got the fabled ride in a Porsche en route from T2 to T4 at JFK.

Then, on the ride home, I got a thank you note from my FA which referenced my 2MM status.

I'm going again on Tuesday. Looking forward to it.

I should have been clearer in my post - it's fascinating that delta would allow that to be shown in that format, but perhaps it's my lack of web understanding or coding capability...

I recently had a stay at a Hilton when the manager showed me information that shows up on their screen about guests. Once they drill down, there's a box that showed all of the "issues" I've had (only 6) over the years during stays for the past 30 years. She said they use that box when they start having complaints from guests to see if they're legit.
I always assumed all companies would keep track of such data.

the first one I ever saw was last month -- my wife and I were VIPRd at T-80 min, while we were in the taxi from the Arlington apartment to DCA, due to the 0600 JFK departure being delayed until 0715; we lost all our C+ seats (and likely UGs on the first leg), and wound up in Row 32 on DCA-ATL (luckily I was able to snag the aft exit row on the 757 for ATL-SEA) ... "Thank you for your continuing loyalty to Delta. It was a pleasure having you and your wife on my flight today." (no mention of PM or MM, but still a nice touch; the DM in the adjacent seat also received a note)

two interesting adds to this story:
(1) also the first time I've ever noticed a Flight Leader introduce herself as "Mrs. < lastname >" (but she signed the note with her first name)
(2) apparently the reissue screwed up the ticket, because the last segment is still (three weeks after the fact) coded as N, and the MQMs/MQDs haven't posted ... sent the BPs in a couple days ago to attempt to unscrew things

Which makes it all the more bizarre that there are so many time consuming things that elites have to call Delta about in order to get it done, rather than having an easy way to do it online.

For example, doing upgrades using RUC/GUC instruments. Doing a single roundtrip ties up a ton of agent time, both in researching availability and actually getting the ticket issued. It has never made sense to me.

This. Nothing backend about what Rene posted - this is literally just part of the web coding that determines what your browser displays WRT your current-year medallion data.

And also this. It's nearly impossible to believe a consumer company like DL doesn't have a sophisticated CRM system with employee notation areas in place. Heck, the independent auto shop I take my car to uses a basic CRM, judging from the post-visit surveys I get from them.

It would be quite safe to believe that various DL employees at the right levels can quite easily access a full record of any contact you've had with the airline where your name/SM# was known.

I noticed a few days ago that they knew to match my Twitter account to my Skymiles account.
And now I'm wondering if someone made a note on my file after last week.

There is a place on your DL.com profile page to indicate your twitter handle which genuinely does make it easier to send DMs to DL's twitter account and have them take action.

Alternatively, once you clearly identify yourself via a twitter DM exchange (by providing a PNR, SM#, etc.), they will make that connection on their end, but it's easy enough to change/remove if you want.

It is a nice feature, especially if you use [MENTION=12946]Delta[/MENTION] as much as I do. I just DM with what I want without having to pass acct name or number and they take care of me.

I agree wholeheartedly, it makes the communication easier. This was just the first time I noticed they didn't as for reservation number or name.
Although it's perhaps because most of the time I send my name and reservation number in my first DM

What the heck is a customer score? Can you give details please?

I'm not sure about Delta's scoring system, but the behind the desk Hilton info I recently saw also gives a score for guests if the front desk agent chooses to drill down. I also rate my customers into groups that I share with my sales people to help them make decisions. Pretty standard I would think.