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Time for "cordial" letter to DL regarding our vision for customer service?

Time for "cordial" letter to DL regarding our vision for customer service?

 
Old Feb 3, 04, 4:52 pm
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Join Date: Aug 2002
Location: PNS
Programs: DL PM / 1MM "Enhancee" (Frequent Flyer) Since 1990
Posts: 1,143
Time for "cordial" letter to DL regarding our vision for customer service?

I think SSM established we have a voice. DL may listen to us, but they won't admit it. 3 flytalkers met with Rob Border and company once... (once)

Is it time to rengage, on a constructive level, DL to let them know what we think needs addressing? The communication could be in the form of an official letter, not a "stick it to 'em" ad. Let me give some examples that leap to mind:

Customer Service - stop the insanity. Stories of terrible CS include grandmothers being treated badly, agents ignoring medallions, mailings going to wrong addressees, outsourcing calls to India, upgrade availability and waitlists..

Some mention was made earlier that the original AA "cockroaches" were eventually "enbraced" by AA and listened to, as they had constructive suggestions from frequent flyers (that's us) on the stupid things they were doing and AA listened..


Will DL bite? Or do we continue the special operations behind the scenes, keeping SSM muzzled, waiting for the other shoe to drop?

[This message has been edited by heckler (edited Feb 03, 2004).]
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