I get tons of email every day. Most of them are just fun requests for this or that and I love to help and do what I can. Every once in a while I get an email that resonates. Do you know the significances of August 15th in Delta Air Lines history? I have a BIG post about it on the way that day. Until then, I want you to take the time to read this email from a reader who is called “Bob”. Here we go:
Thanks so much for the hard work on your blog, it’s been really helpful to me and I have found many ways to put it to use. I have to share a story where you taught me something and how I learned a few other tips in the process.
Back in early July I had to cancel my girlfriend’s portion of a trip to Europe (due to a business emergency) which was a 100K biz class award ticket 48 hours to go before the flight. I am a Platinum Medallion with over 1+M lifetime BIS miles on Delta, so I called and made my case and the best they offered was a “one time” deferral, but gave me only 6 months to use the miles, and it had to be in her name. The offer was not that good to me, so I refused it to save the favor for a later date.
It did put me on the warpath, I have been pushing Delta hard on customer service since then since I was so upset, and it’s had some interesting results.
My goal is to make back the 100K that Delta should have given me for being a loyal customer for over two decades.
1) IFE problem for me back from Europe, I got a 15K voucher in flight (The options were $100, $300 in delta dollars, and 5K and 15K in miles), the miles have not posted yet, but I got a good look at the hand unit screen and thought you would find it interesting for future reference.
2) The IFE miles did not post, I called back and the agent gave me 20K on the phone real time
3) I had a short-catered flight on a paid biz class ticket from here to there and back to ATL with crappy meal choice left, I got 5,500 miles
4) Today I got bounced out of an Aisle in economy comfort due to an aircraft swap. After some pushing, the agent gave me 5K miles
After today back about 30K miles and a few nice reps along the way, I am ready to call it even with Delta. But wanted to share my story in case it would be of any help to you. My only other comment, I was a Diamond before, and I would bet 50K miles they would have put the miles back in my account no questions asked.
PS – I got another 5k miles for a flight with 6 hour delay last month too. We took off an hour late. Had an engine fail 15 minutes after takeoff and had to do an airplane swap. That was then followed by a thunderstorm delay. Lastly, The seat that bounced me to an economy comfort window had gum that stuck to my pants. I just got another 5k from the gate agent.
Yours – Bob
Thank you so much Bob for sharing this with us all at Delta Points and if my math is right you are 40k into the 100k goal. Those of us who fly all the time with our airline should be treated with respect. Even those who, like me, earn status with credit cards and mileage runs. I do EARN my Platinum Medallion status per the rules. Bob should not have had to have this mental “shift” in interacting with Delta. Now, sure, he maybe should have played “rep roulette” to get a better answer (I would have) but he should not have to. What do you think. Do you side with Delta on this one or Bob. Is it right his complaining his way to 100K? Let Bob and all of us know! – René
PS – you still have time to win the Delta Points luggage tags to be given away later today!