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EDIT: See THIS post for latest updates on point credit!
I don’t complain often to Delta and ask for points. I know stuff happens. I mean non-working SAT TV, I am fine. Power port from the 80’s plus a broken window shade so I have to use a safety card to block the sun, stuff happens. Even a CRJ with bits falling onto passengers heads at takeoff, meh (then fixed with band-aids). My point is – I fly a TON, literally hundreds of segments a year on Delta, and rarely ever ask for any kind of point compensations for common Delta issues with their aging fleet.
However, on one of my two recent trips to Alaska I intentionally booked and PAID 1st class from ATL to ANC direct because it was a long flight and I wanted power to work plus working IFE for that long of a flight (~8 hours). My seat, and the one attached to mine on this domestic 767-300 was broken resulting in no sound for the IFE and no power for my laptop. It was broken before I boarded and Delta knew about it. Total #FAIL
So enter the all new GST or as Delta calls it the Guest Service Tool (I call it something else btw). Anyway, I did learn that with these new devices that 15,000 SkyMiles is the maximum compensation for a more than 4 hour IFE broken issue for a first class seat. The Flight Attendant (FA) was really upset that the seats were broken in Atlanta and nothing was done about it and I was told that both myself and my seat mate would EACH get 30,000 points for the issue (2×15,000 point amounts) in a few days. That sounded decent and I said thank you after the crew attempted to reset the totally DEAD seats 3 or 4 times with no success. But that was back in August of this year and no points have posted to my account as of today.
So I sent an e-mail to Delta on Delta.com under complaint and was told so sorry too bad we can give you 7,500 as a customer service bonus. Really? I guess we now all need to take a photo of the GST before the FA hits send so I have some kind of receipt to show what was promised by the FA. The OLD units spit out a thermal paper receipt of what you were promised to receive as compensation from Delta. Now – nothing!
Fast forward to the next issue about a month later during my next trip to Alaska (via LAX). This time my 737-900er had NO tray table in first class (it had literally been REMOVED). Now there is no way Delta did not know this tray was missing before my flight. It is not like the last first class passenger stole it on the way out the boarding door, right? Thus, I had to eat my 1st class dinner on my lap. That seat should have been blocked off by Delta and not been allowed to have a passenger in it until it was fixed.
The FA came to me and offered to give me some points for the issue (just to be clear, I did not request compensation for the issue). Those points from the flight several weeks ago have not posted to my account either and clearly complaining on Delta.com seems pointless to get what was promised.
Now again, I am not encouraging you to complain about any little old thing as I do not do this myself. But having said that, after two real world tests in the past two months, it would seem even if you do you may not get any points anyway with the new and improved GST from Delta! Another #KeepDecending IT tech issue from our beloved Delta! – Rene
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I had the same IFE issue on a SEA-ATL-JAX flight, all on one A/C in the same seat. The FA on the SEA-ATL leg gave me 15K miles, which arrived in a day or two. I showed the problem to the FA on the ATL-JAX leg, but got no sympathy, or miles. At least my promised miles did post!
these points post in batches that run monthly. dont expect it to be a quick turnaround unless you happen to accrue them right before the batch runs.
I had my seat in business broken as well on my trip back in the beginning of September on a long flight from Paris to Slc. The flight attendant offered me 15000 miles and nothing is still posted as well.
I see the screen as well that flight attendant showed me saying that I will get my miles. May be it just takes a long time?
This happened to me twice. for not having kids meals for my three children on a roundtrip to Amsterdam. both times I was promised 5000 miles, but never saw anything on my statement.
I only go through website and make as many positives comments as complaints. I never take points from GA or FA, it seems online has more flexibility to give more points.
I, too, have been promised miles inflight that never appear, BUT…
On an over 4 hour flight this past weekend the IFE for my 1st class seat kept randomly freezing and rebooting. No one else had this problem. The FA kindly offered 15,000 SkyMiles which she processed on the handheld unit. She asked me for my email address and I received a receipt from Delta just like I do for inflight food purchases. The receipt included the date, flight number, and stated in part:
Voucher No: {Removed}
Dear Valued Customer,
We apologize for the inconvenience you have experienced. Please allow 4-6 weeks to receive your compensation of SkyMiles – 15,000.00.
If, after that time, you do not receive the promised compensation, please contact us at http://www.delta.com.
Thank you again for flying Delta.
Lesson learned. Make sure you have the FA (include your email address to) send a receipt!
Hi, Rene’, bad news travel much faster than good news. People are usually eager to tell the negative rather than the positive. It takes five times more money and effort to get a new customer than keep the one you have.
Not great words of wisdom, but a brief summary of what my sale mentor taught me many years ago, but Delta must think they have lots of customers.