Are passengers getting "Uber" like ratings from Flight attendants?
May 9, 2018, 5:38 am
#16
Join Date: Feb 2016
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Has to be DL retaliating against the 360 for not WFBF!!
May 9, 2018, 5:54 am
#17
Join Date: Jan 2010
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Funnily enough there is an article about this very issue in today's Financial Times
Meanwhile, Delta, a self-styled “data-driven” airline, has started asking flight attendants to interact with five passengers, who at the moment must be members of their SkyMiles loyalty programme, on every domestic US flight. “You want to feel valued,” said Allison Ausband, senior vice-president of in-flight service. “We are getting thank-you notes from customers for acknowledging them on the aeroplane . . . Whether apologising for delays or acknowledging their [loyalty programme] status, we make them feel that they are that valued customer.” On a flight last year, the Delta team alerted their control centre when a passenger who was flying to an interview spilled a drink on himself. The airline provided a clean shirt for the passenger at arrivals.
https://www.ft.com/content/f3a931be-...9-4b5ddcca99b3
Meanwhile, Delta, a self-styled “data-driven” airline, has started asking flight attendants to interact with five passengers, who at the moment must be members of their SkyMiles loyalty programme, on every domestic US flight. “You want to feel valued,” said Allison Ausband, senior vice-president of in-flight service. “We are getting thank-you notes from customers for acknowledging them on the aeroplane . . . Whether apologising for delays or acknowledging their [loyalty programme] status, we make them feel that they are that valued customer.” On a flight last year, the Delta team alerted their control centre when a passenger who was flying to an interview spilled a drink on himself. The airline provided a clean shirt for the passenger at arrivals.
https://www.ft.com/content/f3a931be-...9-4b5ddcca99b3
May 9, 2018, 7:17 am
#18
Join Date: Sep 2013
Programs: DL PM, 1MM, DL SC, Kimpton Inner Circle
Posts: 2,416
Since we had heard several years ago that DL has a Customer Value Score for passengers, and perhaps also keeps track of complaints submitted, it wouldn't surprise me at all if there was now some way for front-line personnel to submit notes on customer behavior either positive or negative.
May 9, 2018, 7:20 am
#19
Join Date: May 2006
Location: NYC
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This is been going on for a while now… The app identifies passengers who recently reached a milestone in medallion or million miler status, or recently had a cancellation or some other irrop problem with a trip.
The idea is for them to feel a personal touch at a key point in their relationship with the airline.
The idea is for them to feel a personal touch at a key point in their relationship with the airline.
May 9, 2018, 7:24 am
#20
Join Date: Jun 2014
Location: PSC
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Special offer for our American Express Gold Cardholders, sign up on Today's flight and we'll give you 10,000 miles, a $50 voucher and 5 compliments on your upcoming trips!
May 9, 2018, 7:43 am
#21
Join Date: Apr 2010
Location: MCO (Formerly LAX)
Programs: DL PM
Posts: 310
My daughter (11) and I got a thank you on a recent MCO-LGA flight. Gold and Silver Medallions, no major milestones, problems, or anything. Flight attendant thanked us during beverage/snack service and I heard him say "we have one more person to thank on the list".
May 9, 2018, 8:09 am
#22
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OK, just talked to the lead FA. So yes they do have the ability to rate passengers if they are behaving poorly. He said for instance, if a passenger has too much to drink and is rude and difficult, then the FA can code that passenger something like an "5.1...faliure to follow flight crew instructions". and that will be in the persons file, so future flights the FA can see that the person in 3A could be difficult. i'm actually quite interested in if this will be systemwide or just Beta on a few flights. I can see positives and negatives of this, but hey if Larry David on Curb your Enthusiasm can't get above a 1.0 in his Uber app, then maybe it's a good system to keep the complainers to a minimum! Since technology knows everything about me anyways, what's the harm in one more company scouring my personal data to figure out if i should have that 3rd Jack Daniels or not??
There's a big difference between being rude/difficult/having too much to drink versus refusing to follow(legitimate) cabin crew instructions.
This reminds me of teachers threatening to put a comment in one's "permanent record" if a kid or parent challenges them.
This reminds me of teachers threatening to put a comment in one's "permanent record" if a kid or parent challenges them.
May 9, 2018, 8:45 am
#23
Join Date: Jan 2008
Location: SLC
Programs: DL PM, Hilton/Marriott Gold
Posts: 971
) algorithm based on hundreds of different FAs scoring your ability to hold your liquor. They *might* note something if you've had a lot to drink and later get combative with another passenger, start demanding (rather than asking for) refills, or straight up ignoring flight attendant instructions.As others have said, people have gotten personal thank you's based on certain milestones, recent IRROPS, or just because. That some DMs get a thank you and others don't is more likely a function of their value to DL, not their consumption of whiskey.
May 9, 2018, 9:43 am
#24
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Join Date: May 2001
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With other DMs I know, it seems like "recognition" can be hit or miss. Sometimes the red carpet comes rolling out, sometimes it doesn't. It is what it is. That said, they do seem to take care of me during IRROPS, etc., so no complaints really.
O/H
May 9, 2018, 12:57 pm
#25
Join Date: Jan 2003
Location: Northern Minnesota, US
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Posts: 659
I ageee on the hit or miss. But I am a bit surprised and delighted (jk since nothing on a flight has ever delighted me) when they do recognize you. That. Sing said, on my Million mile flight this year they made Ana announcement, gave me a card and send me home with Prosecco. So that was surprising and almost delightful.
May 9, 2018, 2:03 pm
#26
Join Date: Feb 2017
Location: Everywhere and Nowhere
Programs: DL GM
Posts: 515
Maybe it is just me, but I find those interactions so forced and awkward and can never manage anything except a sheepish thank you in response. If there were a checkbox on the Delta website for "please do not acknowledge my presence," I would have checked it long ago. I appreciate the gesture, but the last thing I want is a FA coming up to me in a crowded cabin saying "thank you for your business Mr. RumPatrol, your connecting flight to (insert city here) is on time and leaves from gate C93143."
On international Delta One flights where there is a lot more separation between you and the other passengers, I don't mind the personalized service (especially for the price) but domestically, no thanks. Maybe that's just the tinfoil hat introvert side of me talking though.
May 9, 2018, 3:11 pm
#28
Moderator, Delta Skymiles and Mileage Run
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I just cleaned up a number of posts that were off topic. Please keep the discussion on topic.
Thank you
Ryandc99, Moderator, Delta Air Lines
Thank you
Ryandc99, Moderator, Delta Air Lines
Last edited by ryandc99; May 9, 2018 at 4:39 pm
May 10, 2018, 11:37 am
#29
Join Date: Mar 2005
Posts: 27
Their little devices show a seat map, and certain seats are flagged for recognition. You'll notice that once they thank you, they mark off your seat in the app. As far as how often it happens, I'm not sure, but it's timed so that you don't keep getting it every time you fly.
