Delta, the company, has a lot of “crow” to eat this coming week. They have the $DAL earning report for Q1 on Wednesday and not only do they have to answer about how soft earnings have been but also, clearly, about this past week’s total disaster and meltdown. Yes, they have a lot to answer for (note: I hold no $DAL stock).
Today I want to focus on something very important for you and me who may be flying Delta Air Lines this week. I have a number of good friends who work for Delta and chat with them often. I really care about them and they have always been great to me even before I got to know them i.e. these folks are #DeltaProud and just amazing, quality people. They are one of the reasons I am so loyal to Delta because they take such great care of me over and over again!
Having said that, you would not believe the amount of things I have read online about people just being NASTY to Delta people over the past few days. Now I, as a customer, understand the frustration and anger is NOT directed at the “anonymous” Delta person they are, sometimes, yelling at and the person in the Delta outfit is just the “face” of the company they are frustrated with at the moment. But here is the thing – many Delta people will take anything we say personally. I know they shouldn’t but let’s step back for a bit and understand this. They are people too and most of them really care about Delta as well as you and I.
If you look at the very personal chat I have posted with a good friend who works for Delta (he or she) has not been very impressed with some of my fellow Delta Diamonds the past few days. Well, shame on you (bad) Diamonds. To be fair some elites in Atlanta showed up to volunteer their time to help fix things the best they could during the meltdown so there are those kinds of elites as well.
Personally I think some Diamonds think they are “all that” because they spend a ton of money each year with the airline and thus feel they have earned special treatment (many times it is their employer’s money but they pretend it is their own). While I agree, on a normal day/week without a disaster, top elites should get preferential treatment, it sure does not give them license to be rude and harsh to those outstanding Delta people who help them each and every day they fly!
Having said all this let’s move over to Delta the company and Delta the executives who make the decisions. These are the ones we rightfully can be frustrated and angry with. They are the ones who ultimately are to blame. So now what?
First off, how they make things right matters. We need, like before, a video from the CEO apologizing for the week’s mess. We need Delta to financially make things right – that is, if you had to rent a car, book a ticket on another airline, pay for hotel rooms and more for Delta to cover these expenses if you submit them. Will this happen? I seriously doubt it! I think Delta will offer $200 travel vouchers to anyone impacted last week as they did the last round but maybe not even that as they are still blaming all of this on weather and that is the ultimate trump card for any airline.
Again, be nice to Delta people this week. Many have been on days and days of overtime and now have to start a new week “fresh” like nothing out of the ordinary has been going on! They are good and kind people and work hard to make this all better the best they can for a mess they did not cause! – René
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