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)...
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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
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
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.
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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?