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.
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
PS – Don’t forget about the 60,000 point limited time Delta AMEX offer!
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.