Topic Author
Posts: 194
Joined: Sat Jan 06, 2007 6:42 am

Customer Service Between Pmdl & Pmnw?

Thu Feb 17, 2011 6:42 pm

Hi All,

Recently, I had the opportunity to sit next to a retired DL (PMDL) flight attendant. During the course of our in-flight chat (both as non-revs) she pointed out a perceived difference (in her own opinion) between the customer service provided by pre-merger NW and DL customer service/in-flight. Her opinion was that PMDL staff (in flight as well as stations that are/were predominantly pre-merger Delta) seemed to exude a more positive focus on customer service than PMNW stations (I.E. PMNW employees riding the "bitter bus" for one reason or another). I'm curious if any frequent flyers (both pre- and post- merger) have an opinion on this topic? This lady had been flying for DL for 33 years prior to a medically necessary retirement before the merger. I could completely understand she may have a bias in favor of PMDL stations/staff. I recently returned from a non-rev trip to Europe on a PMNW Airbus A330 with a crew I would have to believe was predominantly PMNW and had an excellent in-flight experience (aircraft appearance and service). It makes me wonder if her opinion was isolated or if DL frequent travelers notice a difference.

Posts: 155
Joined: Thu Feb 04, 2010 11:24 pm

RE: Customer Service Between Pmdl & Pmnw?

Thu Feb 17, 2011 7:34 pm

No good is going to come of this thread.

I have had exceptional inflight experiences with PMNW crews and disappointing experiences with PMDL crews, and vice versa.

Both were big airlines with diverse workforces. Both groups have great potential which is still not being fully realized.

Making generalizations about the innate nature of the two groups is a much less relevant topic for Delta today than the question of how to move forward and succeed in the marketplace. That seems to be Delta's focus for the time being.

[Edited 2011-02-17 11:36:07]
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Joined: Sat May 15, 2004 12:13 pm

RE: Customer Service Between Pmdl & Pmnw?

Thu Feb 17, 2011 7:42 pm

Quoting goldenstate (Reply 1):
I have had exceptional inflight experiences with PMNW crews and disappointing experiences with PMDL crews, and vice versa.

Yup. The other issue is that the 'feel' of the carriers was very different because of where the large bases were (this whole post paints with a bit of a broad brush). On DL, you often got more "southern hospitality," while on NW, you often got more "midwestern friendliness." I've lived in both regions and don't have a real strong preference between the approaches to service, but they are different. A frequent NW flier from Minneapolis might not be accustomed to the PMDL approach, while a loyal DL flier from Atlanta might be equally jarred by the PMNW approach.
I can't decide whether I miss the tulip or the bowling shoe more
Posts: 701
Joined: Wed May 06, 2009 10:29 pm

RE: Customer Service Between Pmdl & Pmnw?

Thu Feb 17, 2011 8:43 pm

I agree with the comment and observations of both goldenstate and Cubsrule.
I do suspect you'll find a large number of frequent flyers who will respond "Yes" they know the difference in crews. I am a Platinum and fly DL every week. Over 100 flight segments since June of last year. Granted crew differences may be specific to aircraft.....you know PMNW will crew the beloved D95 (I'm ready for them to go to the desert) and the Airbus, but overall I have received consistent and excellent service from the in-flight groups. One of the best experiences was a PMNW crew on a very delayed D95 and a not so ho hum PMDL group that just wanted their work day to be over and were an unhappy bunch on a fully loaded 763 over Thanksgiving weekend. Some parallels and some not. There is a learning curve to any new corporate "culture" and time will help every DL employee see how they fit in their company's global vision.
I am very impressed with the PMNW and PMDL reservations staff - former NW employees in Chisholm are awesome - but my only lingering issue from time-to-time is with station personnel. I've learned to rely on the res folks to help me out so I can avoid any issues at the airport, particularly with lengthy delays, misconnects and re-bookings. I was told recently "I don't have time to help you, call the Platinum Desk." Were they PMNW or PMDL? Don't know, don't care. They refused to help 3 of us affected by a 7 hour delay with missed connections and they wore a DL uniform.
I fly out of busy stations via hubs so everyone in a station is hustling these days and a "warm and fuzzy" interaction with customers is simply not possible.
I expect a safe flight operation, a pleasant interaction with staff and as near to on-time as is possible. Particularly on Friday night when I just want to get home at 10pm. DL seems to deliver those expectations consistently for me and I appreciate the paybacks I receive for that loyalty and for the money my Company spends each week on my tickets. Thanks to all of you at Delta. - even the station grouch in STL. I appreciate your service.
watch what you want. you may get it.

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