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Is Delta engaging flyers more due to survey responses? Could the J.D. Power and Associates survey be the reason why?

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Rene’s Points For Better Travel, a division of Chatterbox Entertainment, Inc. has partnered with CardRatings for our coverage of credit card products. Rene’s Points For Better Travel and CardRatings may receive a commission from card issuers. Opinions, reviews, analyses & recommendations are the author’s alone, and have not been reviewed, endorsed or approved by any of these entities. As an Amazon Associate I earn from qualifying purchases.


delta brags about awards

Delta brags about winning a bunch of awards on Delta.com. They even brag about in 2014 The Freddie Awards: The Impact Award for Delta’s Crossover Rewards program with Starwood”. And, if you happen to call Delta right now you will likely hear a recorded message about the fact that you may be contacted by J.D. Power and Associates about your satisfaction with Delta.

delta survey

Most of us get the auto e-mail surveys about our flights. I have posted before that I 99% of the time just give all 5’s as fast as I can because with the “Strive for Five” program the Delta people can get reward points that becomes cash to them. I like rewarding  Delta people  as they just about always are great to me. But not always.

Notice what happened to long time & loyal blog reader “Bob” on a recent flight and what went down:

“I had one of those flights from MSP-DTW last week where the flight attendants just walked down the aisle once in first class then sat and talked in the galley. So I sent a survey in and noted I was a little irritated.”

Oh, I hate it when an FA just hides up front and even more so when they are loud and ignoring flyers’ needs. Also, I have to say there have been few times I have added comments at the end of a survey as I did not think they ever got looked at by a real human, that is, they just tally the numbers 1-5. But that may not always be the case. Notice what happened next, Delta actually called Bob on the phone.

“I just got off the phone with a Delta rep that wanted to know what had happened. OK, first that is AWESOME to even care about a survey that wasn’t perfect, but getting a call even to be apologized to – stunned. After a few more questions she indicated that since First Class for Diamond members is much harder to get, we should expect exemplary service when we do get upgraded. I am deeply impressed.”

Wow’zer Bob, I am deeply impressed too (and they they agree 1st class upgrades are MUCH harder to get)! I would love for Delta to call me about a few things, but then again when you look at how much time Delta computers visit and spend time on the blog I guess they know how I feel about some things. Back to Bob again for his final thoughts.

“They are making this choice to move to American very hard. They are definitely upping their customer service game (not that it was ever bad). American is NOT very customer focused. Though they did let me change routes and get on earlier flights. Can’t do that with Delta anymore.”

Yeah, American is “enjoying” the merger pain I am sure. But some, even Delta HUB captives, are having success flying AA and are reaping the results in upgrades and more points. Others are seeing the operations side of Delta is the ONLY thing that really matters to them. I am fine, either way, depending on your priorities.

I do find it just great, due to J.D. Power and Associates or for whatever other reasons Delta has for wanting to shine, that they are listening and responding to Bob and us all. Now I have yet one more reason to not only to give 5’s for my surveys but also to add a few comments at the bottom of each and every one that hits my inbox. Do you take the time fill out your Delta surveys? – René

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Rene’s Points For Better Travel, a division of Chatterbox Entertainment, Inc. has partnered with CardRatings for our coverage of credit card products. Rene’s Points For Better Travel and CardRatings may receive a commission from card issuers. Opinions, reviews, analyses & recommendations are the author’s alone, and have not been reviewed, endorsed or approved by any of these entities. As an Amazon Associate I earn from qualifying purchases.


Responses are not provided or commissioned by the bank advertiser. Responses have not been reviewed, approved or otherwise endorsed by the bank advertiser. It is not the bank advertiser's responsibility to ensure all posts and/or questions are answered.

René de Lambert is a contributing writer and the founder of RenesPoints. He is an avid Delta and SkyTeam flyer who has held Delta’s top Diamond Medallion status for many years and flown millions of miles.

11 Comments

  1. I fill out every survey from DL just in case I’d get a call or email someday. I’m needy.

  2. I fill out every survey and aim to give all 5’s. However, when they don’t deserve it, they don’t get the 5’s. I’ll also provide the comments why. However, I have never been called by Delta to discuss it further.

  3. The last survey I got was for an AMS-DTW flight in D1.

    Oddly, it was focused on the customs process in DTW (I have Global Entry, so not much to say), and it asked me several questions about C+.
    I commented at the end that C+ wasn’t relevant to me in this case because I was seated in business.

    I guess the bad IT extends to the surveys as well.

  4. I fill out every one of those and always comment on how much sugar and other assorted junk is offered in the baskets.

    But, I did get a call once about a comment I made about the new 900’s and how little room there is in coach that when someone reclined the trapped my hand and almost broke my finger.

  5. Corbett Kroehler Reply

    I am greatly comforted that survey comments are read by a human. For almost a year, I’ve been struggling with the MCO facilities team to improve the bag drop area such that it cleaves to the model at ORD. Last month, they finally made a significant move in the right direction. It was a bumpy transition and still need tweaks but I mentioned my appreciation of the change in a survey comment. Knowing that someone with a pulse read it is most gratifying.

  6. I fill out every one I can, but they keep trying to send them as text messages and the links never work. I have changed my settings and they still don’t go to my email. Grrr

  7. I completed a survey last week but it was not all 5’s. My wife and I were enjoying the Centurion lounge in LAS but I like boarding early as we had bought a First Class ticket with a BOGOF (thanks Amex). I thought most flights board 30 minutes before flight so we got to the gate 40 minutes before the flight time and they had already boarded half the plane. The GA ignored us in the Sky Priority line so we had to push our way in. Then we stood in the jet way for 10 minutes. I told Delta in the survey they should send a text message to First passengers several minutes before boarding.

  8. Deltaflyer Reply

    I periodically complete the surveys, but never wrote a comment as I didn’t think they read it.

    Last week I was number 1 on the upgrade list AFTER all others cleared, so I boarded the plane. After boarding there was still an empty seat in First.

    The flight took off with an empty seat in first? Should they not have not upgraded me (DM) to first?

  9. Surprised to read how diligent many of you are about completing the surveys. I assumed that they were just tallied for general statistics and trends and rarely saw human eyes. None of my comments have ever garnered a response. Thus, I almost always ignore them but now that I see that some DO get read, I will consider doing more.

    I write to Customer Service with praise for the FA’s who deserve it for going the extra mile, and on rare occasion, those from other departments as well. I do so in part because I think positive marks in their files do them some well deserved good – and to balance out the many more negative complaints I’ve had to make after the bad experiences I’ve had on nearly every DL trip in the last couple of years. On the trip that just ended today, my 3 month old “nice” new large bag was sliced open, my connection at ATL had two gate changes with the info on the display monitors conflicting with what I saw on the phone app and what I was told by a gate agent, and on the return, there was no wheelchair to help get me from one concourse to another at ATL when I really needed it after a delayed red eye. And the gate agent was far too busy to care, even though I was a paid first class pax, so I walked in pain rather than risk missing the flight.

    And yet I remain loyal, appreciate the perks I do get, and don’t think there’s a better U. S. carrier for me to go to. If I do drop DL because my miles and Medallion status are devalued, it would be for Alaska as things stand now.

    Always good to read of the experiences of others. I learn a great deal here and can only hope that something good will remain of Delta for a couple more decades.

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