Outstanding Delta customer service
May 17, 2018, 9:28 am
#1
Original Poster
Join Date: Jul 2003
Location: Orlando
Programs: Delta-Million miler
Posts: 1,312
Outstanding Delta customer service
I had booked a nonrefundable flight to Lisbon couple of months back. Without realizing the date of departure, I had sent my passport to Tanzanian embassy for visa. Well, Lisbon departure date came and when I was packing for the trip the day before, I realized that I didn't have my passport! Too short a time to get the passport back (even if I convince the Consulate of my need) or to get a new one issued by US agency. I emailed the Hotel in Lisbon and they refunded my prepaid booking. I called Delta and they were gracious in allowing me the ticket amount for future travel. Prompt and very efficient service.
Do you have a Delta/travel story that ended pleasantly
Do you have a Delta/travel story that ended pleasantly
May 17, 2018, 10:08 am
#4
Join Date: Apr 2011
Posts: 3,394
Glad it worked out so well for you! I often find DL CSR's very accommodating when you take accountability for your mistake and ask politely for a favor...sometimes even going further than what was initially asked.
OTH I also find that DL CSR's will basically say No to everything if it sounds like you're trying to pull a fast one, start making demands, or blame the airline for what is clearly your mistake.
OTH I also find that DL CSR's will basically say No to everything if it sounds like you're trying to pull a fast one, start making demands, or blame the airline for what is clearly your mistake.
May 18, 2018, 11:25 am
#5
Join Date: Jul 2015
Location: NYC
Programs: DL Plat
Posts: 229
Glad it worked out so well for you! I often find DL CSR's very accommodating when you take accountability for your mistake and ask politely for a favor...sometimes even going further than what was initially asked.
OTH I also find that DL CSR's will basically say No to everything if it sounds like you're trying to pull a fast one, start making demands, or blame the airline for what is clearly your mistake.
OTH I also find that DL CSR's will basically say No to everything if it sounds like you're trying to pull a fast one, start making demands, or blame the airline for what is clearly your mistake.
May 18, 2018, 8:32 pm
#7
Join Date: Sep 2012
Location: Pagus Bracbatensis, Kingdom of the Netherlands
Programs: DL SPlat, KLM Bump, Privium Plus, GOES
Posts: 2,065
Nice to hear, experienced somewhat similar in 2016.
Had apllied for a Chinese visum when suddenly the Chinese were adding all kind of additional requirements (2016 G20 Hangzhou summit) resulting in a way longer process time.
I also called Delta and the agent said; not your fault & allowed me to rebook the trip two weeks later. No change fees etc
Had apllied for a Chinese visum when suddenly the Chinese were adding all kind of additional requirements (2016 G20 Hangzhou summit) resulting in a way longer process time.
I also called Delta and the agent said; not your fault & allowed me to rebook the trip two weeks later. No change fees etc
May 19, 2018, 5:08 am
#8
Join Date: Oct 2017
Location: PIT/WAS
Programs: Delta GM
Posts: 256
Flying GRR-MSP-LAX (then driving to San Diego) between Christmas and new years last year. Delayed departure combined with weather at MSP caused us to misconnect.
Went to an assistance desk along with everybody else and the agent got us on to a later flight to LAX, but we would have missed the event that evening that was the whole point of the trip. Went to the SC to kill our now 4 hour layover.
Messing around on the app in the SC, I found space on an earlier flight to LAX and rebooked on that, as the earlier flight would allow us to still make our evening plans. When I saw the confirmation email come through, I realized that the earlier flight I rescheduled on was leaving the next day. Oops.
Up to the SC desk I trot, embarrassed. The Angel worked with me for 20-30 minutes, rebooking us on an even later flight to LAX as I had lost our seats on the original rebooked flight. She took the time to understand travel plans and kept looking for better options to open up. She eventually got us booked MSP-SAN that afternoon with plenty of time for us to spare. She could have easily said "well, I've got you on the next flight with space. Problem solved" and not continued to look for options that worked better for us. No JWDs for this FO, but I did send in a compliment via the online form.
Went to an assistance desk along with everybody else and the agent got us on to a later flight to LAX, but we would have missed the event that evening that was the whole point of the trip. Went to the SC to kill our now 4 hour layover.
Messing around on the app in the SC, I found space on an earlier flight to LAX and rebooked on that, as the earlier flight would allow us to still make our evening plans. When I saw the confirmation email come through, I realized that the earlier flight I rescheduled on was leaving the next day. Oops.
Up to the SC desk I trot, embarrassed. The Angel worked with me for 20-30 minutes, rebooking us on an even later flight to LAX as I had lost our seats on the original rebooked flight. She took the time to understand travel plans and kept looking for better options to open up. She eventually got us booked MSP-SAN that afternoon with plenty of time for us to spare. She could have easily said "well, I've got you on the next flight with space. Problem solved" and not continued to look for options that worked better for us. No JWDs for this FO, but I did send in a compliment via the online form.