Highs and Lows of Customer Care All in One Day
Feb 20, 2019, 1:04 pm
#1
Original Poster
Join Date: Jul 2013
Location: Gulf Coast
Programs: Hilton Honors Lifetime Diamond; National Car Rental Executive Elite
Posts: 2,318
Highs and Lows of Customer Care All in One Day
Due to a family emergency, I needed to fly GSP-ATL-PNS On Tuesday with about 60 minutes' notice.
The DL phone agents were more than accommodating as I drove to GSP. They waived the applicable change fees and were incredibly empathetic. While at the gate, I was on the phone with a family member and missed an announcement from the pilot but a passenger standing nearby told me the plane had gone mechanical due to a lightning strike.
At the GA desk, a long line had already backed up. I saw a group of FAs standing to the side of the desk chatting. I approached them and briefly explained my situation and asked if they had any additional information. One FA offered a hug while the other went directly to the GA. While we discussing my options, both the FAs and I receive a text stating there was a 4.5 hour delay. This would cause me to miss my connection in ATL.
The FA returned from the desk with a receipt (not a BP) and said "Drive to Atlanta now. This is the only way you'll get home tonight. Call when you're in the car and confirm the details but you're taken care of." The receipt indicated I'd been confirmed (with a seat assignment) on the first ATL-PNS flight and protected on a later flight. I thanked them profusely and got on the road.
Mid-drive, I called in and the phone agent confirmed my ATL-PNS ticket would NOT be cancelled because I missed the GSP-ATL flight. She also confirmed I was protected on the later ATL-PNS flight in case I got hung up in traffic.
I get to ATL and my BP wouldn't pull up in the app. I go to the DL desk and they can't find anything regarding the earlier ATL-PNS flight I'm supposed to be booked on. I show her the screen shot from my app and she says "I can't see that. The best I can do is standby." She gives me a BP for a standby request the earlier flight and a BP with a seat assignment for the later flight.
I get to the gate and they're boarding FC. My name is not on the standby screen. I approach the GA and she says "Can I help you?" and I say "I have a standby seat request but my name isn't on the screen." She says "I have to get this flight out on time. A red coat will be with you shortly." She pages the red coat over the radio.
Boarding progresses and a queue of standby passengers builds up. Slowly, each other standby passenger gets a BP, including two pilots and a handful of FAs. The GA makes the final boarding call and I'm the lone passenger standing at the desk. She looks to me and asks "What's your name?" She keys my name in and says "You're not on this flight. You're supposed to be in Greenville." I began to explain what happened and she said interrupts me with "Flight's full. Red coat will be here soon to help." She grabs the manifest and heads to the jetway.
The red coat shows up while the FA is at the plane. Within 30 seconds of looking in the computer he says "Yeah, I see you should have been on this flight. She (referring to the GA) just didn't read the screen right. But, here's your BP for the next flight." I was so exhausted I didn't pursue any additional explanation. I thanked him and left for the next flight.
1. DL was under no obligation to waive my fees and be so accommodating earlier in the day. For that, I am incredibly grateful.
2. The FAs and GA in GSP went above and beyond. Simple gesture of empathy go a long way, especially on stressful days.
3. I got home and that's what matters.
The DL phone agents were more than accommodating as I drove to GSP. They waived the applicable change fees and were incredibly empathetic. While at the gate, I was on the phone with a family member and missed an announcement from the pilot but a passenger standing nearby told me the plane had gone mechanical due to a lightning strike.
At the GA desk, a long line had already backed up. I saw a group of FAs standing to the side of the desk chatting. I approached them and briefly explained my situation and asked if they had any additional information. One FA offered a hug while the other went directly to the GA. While we discussing my options, both the FAs and I receive a text stating there was a 4.5 hour delay. This would cause me to miss my connection in ATL.
The FA returned from the desk with a receipt (not a BP) and said "Drive to Atlanta now. This is the only way you'll get home tonight. Call when you're in the car and confirm the details but you're taken care of." The receipt indicated I'd been confirmed (with a seat assignment) on the first ATL-PNS flight and protected on a later flight. I thanked them profusely and got on the road.
Mid-drive, I called in and the phone agent confirmed my ATL-PNS ticket would NOT be cancelled because I missed the GSP-ATL flight. She also confirmed I was protected on the later ATL-PNS flight in case I got hung up in traffic.
I get to ATL and my BP wouldn't pull up in the app. I go to the DL desk and they can't find anything regarding the earlier ATL-PNS flight I'm supposed to be booked on. I show her the screen shot from my app and she says "I can't see that. The best I can do is standby." She gives me a BP for a standby request the earlier flight and a BP with a seat assignment for the later flight.
I get to the gate and they're boarding FC. My name is not on the standby screen. I approach the GA and she says "Can I help you?" and I say "I have a standby seat request but my name isn't on the screen." She says "I have to get this flight out on time. A red coat will be with you shortly." She pages the red coat over the radio.
Boarding progresses and a queue of standby passengers builds up. Slowly, each other standby passenger gets a BP, including two pilots and a handful of FAs. The GA makes the final boarding call and I'm the lone passenger standing at the desk. She looks to me and asks "What's your name?" She keys my name in and says "You're not on this flight. You're supposed to be in Greenville." I began to explain what happened and she said interrupts me with "Flight's full. Red coat will be here soon to help." She grabs the manifest and heads to the jetway.
The red coat shows up while the FA is at the plane. Within 30 seconds of looking in the computer he says "Yeah, I see you should have been on this flight. She (referring to the GA) just didn't read the screen right. But, here's your BP for the next flight." I was so exhausted I didn't pursue any additional explanation. I thanked him and left for the next flight.
1. DL was under no obligation to waive my fees and be so accommodating earlier in the day. For that, I am incredibly grateful.
2. The FAs and GA in GSP went above and beyond. Simple gesture of empathy go a long way, especially on stressful days.
3. I got home and that's what matters.
Feb 20, 2019, 1:42 pm
#2
Join Date: Jun 2005
Location: Huntsville, AL
Programs: DL DM 1.929MM, Hilton Lifetime Diamond, IHG Platinum, Avis CHM, Marriott Titanium (lifetime gold)
Posts: 7,857
The red coat shows up while the FA is at the plane. Within 30 seconds of looking in the computer he says "Yeah, I see you should have been on this flight. She (referring to the GA) just didn't read the screen right. But, here's your BP for the next flight." I was so exhausted I didn't pursue any additional explanation. I thanked him and left for the next flight.
Sorry for your family issues, glad you got home without having to drive the whole way.
David
Feb 20, 2019, 1:48 pm
#3
Join Date: Dec 2002
Location: Washington, DC, Chapel Hill, NC (RDU)
Programs: DL Plat (won't hit DM again) 2MM (2.5), HH Gold, PC Gold, Hyatt Plat
Posts: 5,626
Feb 20, 2019, 1:52 pm
#4
A FlyerTalk Posting Legend
Join Date: Sep 2009
Location: Minneapolis: DL DM charter 2.3MM
Programs: A3*Gold, SPG Plat, HyattDiamond, MarriottPP, LHW exAccess, ICI, Raffles Amb, NW PE MM, TWA Gold MM
Posts: 100,369
I wonder how a DL GA can think that this is an acceptable way to behave and also why the redcoat didn't do something to correct/teach/retrain the GA and solve the problem.
Feb 20, 2019, 2:05 pm
#5
Original Poster
Join Date: Jul 2013
Location: Gulf Coast
Programs: Hilton Honors Lifetime Diamond; National Car Rental Executive Elite
Posts: 2,318
The GA asked for his ID and clicked around in the computer. She said “you’re good. 23B.” No idea if he was non-rev, etc.
He likely has the opposite view of the customer service that I do.
Feb 20, 2019, 2:13 pm
#6
Join Date: Aug 2006
Location: Minneapolis, MN (MSP)
Programs: DL DM, UA 1K MM, Subway Club Member
Posts: 1,988
On the flip side, a gentleman walked up after me and said he did not have a BP. Yes, you read that right, no BP. He showed the GA his phone where his purchase receipt email was displayed.
The GA asked for his ID and clicked around in the computer. She said “you’re good. 23B.” No idea if he was non-rev, etc.
He likely has the opposite view of the customer service that I do.
Doesn't excuse the GA's behavior but it could explain the guy in 23B.
Feb 20, 2019, 2:14 pm
#7
A FlyerTalk Posting Legend
Join Date: Sep 2009
Location: Minneapolis: DL DM charter 2.3MM
Programs: A3*Gold, SPG Plat, HyattDiamond, MarriottPP, LHW exAccess, ICI, Raffles Amb, NW PE MM, TWA Gold MM
Posts: 100,369
On the flip side, a gentleman walked up after me and said he did not have a BP. Yes, you read that right, no BP. He showed the GA his phone where his purchase receipt email was displayed.
The GA asked for his ID and clicked around in the computer. She said “you’re good. 23B.” No idea if he was non-rev, etc.
He likely has the opposite view of the customer service that I do.
Please complain about this. Either that GA was incredibly incompetent and lazy or she was far too busy doing favors for friends and family, including whatever nonrevs were on the standby list for that flight.
Feb 20, 2019, 2:25 pm
#8
Join Date: Jun 2005
Location: Huntsville, AL
Programs: DL DM 1.929MM, Hilton Lifetime Diamond, IHG Platinum, Avis CHM, Marriott Titanium (lifetime gold)
Posts: 7,857
The GA makes the final boarding call and I'm the lone passenger standing at the desk. She looks to me and asks "What's your name?" She keys my name in and says "You're not on this flight. You're supposed to be in Greenville." I began to explain what happened and she said interrupts me with "Flight's full. Red coat will be here soon to help." She grabs the manifest and heads to the jetway.
Like I said - that's the sad state of customer service in Atlanta. And obviously Delta is good with it.
Feb 20, 2019, 2:43 pm
#9
Join Date: Mar 2018
Programs: SkyMiles 2018 PM, 2019 PM, 2020 PM, 2021 PM, 2022 PM, 2023 PM...
Posts: 314
I've had a really hard time focusing on 3 at points.
It has been much much easier with DL than UA, the biggest challenges are always when you miss the events you flew for. Christmas dinner... Wedding Reception dinner...
UA was going to make me late for my father's funeral, until I finally got a CSR with a problem solving aptitude, who saw I could make a flight because it was also delayed at my connection for the same reason I was.
Sorry about the family event, and glad you made it home.
It has been much much easier with DL than UA, the biggest challenges are always when you miss the events you flew for. Christmas dinner... Wedding Reception dinner...
UA was going to make me late for my father's funeral, until I finally got a CSR with a problem solving aptitude, who saw I could make a flight because it was also delayed at my connection for the same reason I was.
Sorry about the family event, and glad you made it home.