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Exceptional DL Customer Service  
User currently offlineHotelEchoFox From United States of America, joined Jun 2005, 69 posts, RR: 0
Posted (8 years 11 months 6 days 9 hours ago) and read 2099 times:

Since we're always seeing topics about the horrifying service on one airline or another, I thought maybe I'd post something positive for a change. A few weeks ago, I had a really great experience on DL. What follows is part of the letter I sent them (sorry for the length)...

- - - - - - - -
On Wednesday, July 27th, and I was scheduled to fly to Orlando via Atlanta on DL1783 and 751. I knew the weather was supposed to get pretty awful, but I held out hope that we’d depart before things got out of hand. We boarded only a few minutes late, but ended up waiting at the gate for a long time. Once it became clear that most connecting passengers were going to miss their ATL-originating flights, the flight crew offered to deplane passengers wishing to be rebooked. After calling DL flight info from my seat onboard, I learned that I’d missed not only my connection, but was likely to miss the last ATL-MCO flight as well. I hopped off the plane and waited to speak to a gate agent to be rebooked. Even though the agents had been dealing with one irate passenger after another, when I got to the front of the line, I was greeted with a warm smile. I was traveling on a SkyMiles award ticket, so I didn’t expect to be top priority in rebooking, but the agent I dealt with offered to put me on the Song nonstop EWR-MCO the next morning. Worked perfectly for my schedule and I was looking forward to the convenience of the nonstop flight (which had been unavailable when I made my reservation). I left the counter with my new itinerary and headed for the parking lot.

Now here’s the amazing part: At some point on the shuttle bus, my cell phone must have rung without me hearing it because once I got to the car I had a voicemail. I didn’t recognize the number. The message was from the gate agent who had rebooked me! She said that just after I’d left the counter, the flight she’d put me on for the next morning had been cancelled. She was very apologetic in her message and reserved two itineraries for me for the next day: one in the morning via ATL and one on the afternoon Song nonstop. She explained that if neither itinerary worked for me I could contact reservations and be rebooked once again.

I traveled the next morning via ATL and everything went exceptionally smoothly. I even got to fly on an MD-88 with the new interior (love it, by the way!).

The point of my letter is this: The gate agent working the flight that night at EWR was undoubtedly having a tough time dealing with many disgruntled passengers and could have very easily sent me on my way to discover on my own that my flight had been cancelled, but she didn’t. She actually called me personally after I’d left the gate area to be sure that I was well taken care of. I was amazed and only wished I had answered the phone so that I could have thanked her personally.
- - - - - - - -

What outstanding customer service! I don't think just any agent would have taken the time to contact me personally. I hope the DL folks can figure out who was working that flight and reward her somehow. Do they do that?

Your thoughts?

HEF

16 replies: All unread, jump to last
 
User currently offlineDAL767400ER From , joined Dec 1969, posts, RR:
Reply 1, posted (8 years 11 months 6 days 9 hours ago) and read 2078 times:

What? You dare post about a positive experience with Delta? You are not allowed to do that on this site. Consider yourself lucky for not being banned yet! Also, I'd bet the letter is fake. There are no friendly DL employees, and neither are there satisfied customers. Learn that before you post!








Okay, time to stop the blatant sarcasm, nice to see that you have had a positive experience with DL customer service. From my own experience, I have only had positive experiences with DL customer service, particularly with the employees at JAX and ATL, unlike at some other airline that DL is sharing an alliance with.


User currently offlineHotelEchoFox From United States of America, joined Jun 2005, 69 posts, RR: 0
Reply 2, posted (8 years 11 months 6 days 9 hours ago) and read 2062 times:

DAL767400ER: HA! Laughing now, but admittedly, you scared the cr*p out of me for a minute there! I'm new here and would rather not alienate the entire A.net population with a single thread!

HEF


User currently offlineDrerx7 From United States of America, joined Jun 2000, 5143 posts, RR: 8
Reply 3, posted (8 years 11 months 6 days 9 hours ago) and read 2059 times:

I'm glad to see you had positive experience with Delta--for me its hit or miss--more often miss. While I avoid DL due to my experiences with them its good to see something positive going on down in ATL.


Third Coast born, means I'm Texas raised
User currently offlineMattRB From Canada, joined Apr 2005, 1624 posts, RR: 9
Reply 4, posted (8 years 11 months 6 days 9 hours ago) and read 2040 times:

HEF, had a similar experience this Christmas past when I was flying down to AVL. Christmas Eve flight had been cancelled due to crud weather (ice storm) here in Toronto. Was rebooked for the first flight out Christmas Day and showed up at the airport at 4AM.

Comair computers went up in smoke, flight was cancelled at 4:30AM. Delta opened up their ticket counters around 5 and I got up there shortly afterwards. First words out of my mouth were something to the effect of "Good morning, my flight's been cancelled and I need options". The ticket agent was incredibly helpful in presenting me with a few options.

I ended up getting where I wanted to go (albeit it was through MSP on NW and I got there with 5 minutes left in the day), but she did an awesome job of helping me out.



Aviation is proof that given, the will, we have the capacity to achieve the impossible.
User currently offlineIBERIA747 From Spain, joined Aug 2003, 1831 posts, RR: 58
Reply 5, posted (8 years 11 months 6 days 9 hours ago) and read 2037 times:

Glad to hear that you had a good experience with DL.

DL has always provided me with good, decent, friendly and reliable service on more than 60 flights.

This makes me remember a fellow a.net member who tried to flame me on the a.net chat just because I said DL was my favourite airline. He went hysterical (turned into a little bitch) and said "how can you like Delta?!?!?!.everybody hates them!!!!"...there it goes just to show how stupid people can be...wanna know why?. Well, the truth is that the dumb kid that said that has never flown DL as he confessed minutes later.



¡¡VIVA ESPAÑA!!
User currently offlineHotelEchoFox From United States of America, joined Jun 2005, 69 posts, RR: 0
Reply 6, posted (8 years 11 months 6 days 9 hours ago) and read 2018 times:

Thanks for sharing your experiences, guys.

Oh, I almost forgot, in addition to the great service at the airport (still can't believe she actually called me personally!), my SkyMiles account was also credited the mileage for my flights plus tons of bonus miles... I shouldn't have earned anything as it was an FF award trip. I am SO impressed!

Is that part standard proceedure when weather forces pax to be rebooked?

HEF


User currently offlineZsx81 From United States of America, joined exactly 14 years ago today! , 301 posts, RR: 0
Reply 7, posted (8 years 11 months 6 days 9 hours ago) and read 1973 times:

HotelEchoFox its nice of you to post that story up. As a newly hired DL employee I appreciate you spreading the positive word about us. ATL afternoon thunderstorms bring us plenty of angry passengers and its just as tough on agents as it is on the passengers. I am glad that DL agent was so helpful.

User currently offlineChepos From Puerto Rico, joined Dec 2000, 6201 posts, RR: 11
Reply 8, posted (8 years 11 months 6 days 8 hours ago) and read 1962 times:

When Ive flown Delta, Ive only gotten friendly reliable service from them. In my eyes they are a very good carrier, usually with reasonable fares and good onboard service.
Chepos



Fly the Flag!!!!
User currently offlineDeltaGuy From , joined Dec 1969, posts, RR:
Reply 9, posted (8 years 11 months 6 days 8 hours ago) and read 1932 times:

Quoting DAL767400ER (Reply 1):
particularly with the employees at JAX

It's cuz' JAX is the best in the system, and everyone knows it  Smile

DeltaGuy


User currently offlineXkorpyoh From United States of America, joined Oct 2004, 819 posts, RR: 0
Reply 10, posted (8 years 11 months 6 days 8 hours ago) and read 1906 times:

well, I have also read so many negative comments about DL but I have only being pleased in every trip i have taken so far. I had a great experience this last stormy weekend. The weather caused problems not only in ATL but in south florida too. My scheduled flight was delayed and i was going to miss my connection. I went to the gate agent at the previours flight that was also delayed and she was very nice and friendly. She didnt charge me to go standby on the earlier flight but also upgraded me to first (i am Silver Medallion). I also notice that the agent taking the boarding passes noticed another silver medallion in coach and basically stopped the line to get him upgraded. he didn't ask. the agent went above and beyond and i am sure that was another pleased FFlyer.
On my return, my flight was also delayed and the agent at the counter put me on standby on the previous flight that was also delayed and standby on the flight after the one i was connecting to in Atlanta, both delayed. She also confirmed me on the first flight out in the morning out of Atlanta in case i didnt make either one. At the gate, i looked at the screen and i was #1 on the lisT!.. i couldn't believe it. there were 70 people behind me on standby. Nevertheless i made on the fly. On the 2nd flight i didnt see my name on the list and was suprised. when i asked the agent, he handed me the boarding pass that was already printed. There were 60 other people on stanby that most likely needed to find a hotel to sleep in ATL that night.
finally, i was given 50% bonus miles on the return flights, i guess due to the incovenience. (that is apart from the 25% Silver Medallion bonus miles).

Another great experience was when my special meal was not available on board an intl first class flight although it was requested and listed on board. The F/a prepared a proper meal for me and also gave me a voucher for a free meal at the airport upon arrival (what?!?!.. really!?!) .. ok.. that sold me.

Finally, on a song flight, I was asked by the agent to switch seats with somebody so they could seat togehter. no problem. but the new seat was the bulkhead, which i hate specially on a red-eye flight. I mentioned it to a F/A who happens to be at the gate when i volunteered to switch my seat for the convenience of others and he said that it was a full flight but he will look for another seat for me but couldnt guarantee it. Right after he closed the doors he came back to my seat and moved me to seat 10A, best seat of the plane. Exit row window with no seat in fron of me. I really didnt' expect him to remember me or my request. I was very happy and I recognize him now in other Song flights.

As i have mentioned in other posts, I am AA Platinum (not for long) but have been flying exclusively on DL/Song since March because my good experiences in customer service and overall travel experience (specially on Song).

I hope everthing works out for DL with the current financial situation, specially beacuse the employees are indeed making a difference and working harder.


User currently offlineDartland From United States of America, joined Apr 2005, 643 posts, RR: 2
Reply 11, posted (8 years 11 months 6 days 8 hours ago) and read 1891 times:
Support Airliners.net - become a First Class Member!

I, too, have had plenty of great DL/Song experiences involving last minute changes and delayed/cancelled flights and connections.

Thanks for sharing!


User currently offlineLincoln From United States of America, joined Nov 2004, 3887 posts, RR: 8
Reply 12, posted (8 years 11 months 6 days 7 hours ago) and read 1856 times:

Quoting Zsx81 (Reply 7):

Zsx... Just remember as a newly hired DL employee, everything you do while working reflects on the airline and can either lead to (directly or indirectly) someone who loves Delta, as in the thread starter, or someone who hates Delta.

If most DL employees worked with customers as the story above, most people would like Delta. The inverse is also true.

I had a above average experience with a Delta reservations agent once. But I've also had two miserable experiences with Delta "supervisors" in airports (one of them included the supervisor telling me "My airline doesn't loose luggage, I don't beleive you"!) and do everything possible to avoid DL. (Versus, for example, CO where I've had agents tell me more than once "I don't know if I can do that, but let me try").

Every interaction you have with a current, potential, or former pax reflects on the airline and has the potential to earn or loose future business.

Lincoln



CO Is My Airline of Choice || Baggage Claim is an airline's last chance to disappoint a customer || Next flts in profile
User currently offlineHotelEchoFox From United States of America, joined Jun 2005, 69 posts, RR: 0
Reply 13, posted (8 years 11 months 6 days 7 hours ago) and read 1839 times:

Really good point, Lincoln.

I imagine it must be hard for many airline employees to remain mindful of that in the face of the industry-related difficulties which are creating widespread low morale.

HEF


User currently offlineHotelEchoFox From United States of America, joined Jun 2005, 69 posts, RR: 0
Reply 14, posted (8 years 11 months 6 days 7 hours ago) and read 1824 times:

Xkorpyoh: Since you had the same experience, I guess they typically award bonus miles to inconvenienced passengers? Can anyone verify?

My new itinerary was booked in Y, rather than N as my original was, so I earned the bonus miles in addition to regular miles traveled on those flights.

I was so surprised by this because:

1.) I ought not to have earned any miles at all because it was an award ticket; and

2.) The delay (and subsequent rebooking) was due to weather, not anything Delta-specific.

HEF


User currently offlineTACAA320 From , joined Dec 1969, posts, RR:
Reply 15, posted (8 years 11 months 6 days 7 hours ago) and read 1819 times:

I always have good experiences with DL. The last one, about two weeks ago. Just want to see Pope's opinion [not HH Benedict XVI].

User currently offlineXkorpyoh From United States of America, joined Oct 2004, 819 posts, RR: 0
Reply 16, posted (8 years 11 months 6 days 6 hours ago) and read 1782 times:

Quoting Lincoln (Reply 12):
Every interaction you have with a current, potential, or former pax reflects on the airline and has the potential to earn or loose future business

that is very true. Not every employee is the same. I once was flying from Tokyo on DL via Atlanta with an award ticket and because i was able to clear immigration quickly i wanted to standby for the earlier flight. A very young agent at the gate seemed bitter and unhappy. He said i need to paid $25 to standby. I told him that with award tickets you can change times without a fee. He insisted and ignored me (he never looked at me). I asked for the supervisor who clarified to him that i was correct. When i boarded i noticed the plane had many many open seats so i don't understand why he would give me a hard time. But, of all my experiences there have been more good than bad with DL.
I must say that something has changed because in the early 90's, the last time i flew DL before this year, i hated it. DL really didnt exist for me. I have been flying AA ever since. Now that i had a chance to try DL, i noticed a difference and was actually impressed, which says a lot for somebody that has traveled frequently all over the world. I realized what i was missing by sticking to only one airline.


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