E-mailing Beth Shultis
 

Does she always respond to customer e-mails, or am I being snubbed!?!? It's been about a week.

Oops. Please move this to the NW forum...

Realize that she is a very high-up person in NW - I don't know about you - but I get probably about 100 e-mails a day & I'm not very high-up in my company - she probably gets a few hundred if not more a day. A week is not that long.

Write a letter and send via snail mail and copy Russ. You might find it gets tended to faster.

Suggest you try Russ first... he CAN work wonders... except getting me my 2004 credentials http://www.flyertalk.com/forum/wink.gif also I know Beth has been out of the office lately, so that might be part of it.

Beth will answer your email, but if she is out of the country/traveling she may not get back to you immediately.

I wuld suggest emailing her again with a CC to Russ Hinckley.

RC

I've only emailed her once, but I got results in a day or so. I've always found that if I include all the information including FF number, flights, personnel and what results I expect I get quicker results.

As RC said, she might out of town, or on vacation.

I e-mailed her a month ago trying to find out how to get AS upgrade coupons for a 3/1 AS flight and she did not respond. I imagine she is incredibly busy.

I noticed that in addition to being vice president of marketing and loyalty programs she is also president and CEO of MLT Vacations (the WorldVacations people). Sounds like quite a handful.

I'm curious to know what issues you qualify as important ones that require tending by Beth Shultis and/or Russ Hinckley?

VP's of large multinational firm shouldn't (nor have the time) to be bothered by minor issues such as availability of AS certificates. I would hope (but seriously doubt) that only major issues be escalated to them.

I'd bet their emails are filtered by an admin staff. Who wants to be bothered by trivial issues by overzealous, obsessive FF customers (the same ones I'd diagnose as highly neglected by their parents during youth)

They may be filtered by admin staff, very well. But that doesn't mean those emails aren't important. Overzealous, obsessive, or otherwise, those FF customers contribute significantly to the bottom line. Many companies would kill to get a core of customers as dedicated as this lot here on FT!

When you're dealing in a commodity product like air travel, FF programmes are one of the few differentiating tools that you have.

I think NW realises this more than most carriers.

BTW, I know FTers are not a truly representative sample of NW's entire FF membership and probably don't even make up 0.1% of the total elites. But from the attitude on this forum compared to the attitude of other forums it seems to me that the NW FFers are more dedicated than most.

Beth is very high up, and many of the things we send her could probably be handled by Customer Service. She is a very pleasant lady and will respond, sometimes she has staff respond, but I think she does the filtering. I think it is HER e-mail address that the letters go to and then she disperses them for replies.

You are right that NW FF's are very loyal and proud of the corporation. Alot of that is to Beth's credit in that she is "in the loop" as far as issues and concerns go and will personally answer as many letters as she can. I have only e-mailed her about announced or proposed changes like "use it or loose it" and the impact I feel a major change would have on the bottom line. I generally include suggestions how NW could tweak the change to thier benefit and keep there loyal customers. I do not contact Beth for things like miles that have not posted or Flight attendants that sat down on the flight or were noisy in the Galley. There are Customer Service Supervisors under her to handle those types of things.

I'm on board with that, wldtvlr... I personally haven't send an email to high-level brass at NW, I usually go through the website and then write a snail mail if I don't get satisfaction.

But I would reckon that Beth's email is well-filtered by staff. Even in my division of my company (ca 1,000 empl) directors and VPs have their secretaries filter their emails. And they must get a drop in the bucket compared to Beth and Russ. Just speculation on my part...

What is Beth's email addy? I would like to have my assistant send an email to her assistant

I've sent her one email and she responded with in a week...gave me 5,000 miles for my troubles...handled very efficiently and effectively.