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I rarely directly complain to Delta about issues that impact me when flying because I have this blog platform to vent my frustrations. Plus, since Delta folks do read the blog, I always hope that my words here will just maybe have a larger impact that just dropping a complaint on Delta.com about whatever.
But the situation I blogged about at the beginning of the month about my “Sad Box” lunch was so irritating that I took the step to drop a comment on Delta.com. I mean from bad tech, to so much bad information from Delta reps on many levels of contact followed by such a poor onboard experience pushed me to submit a report.
I really did not expect that I would hear anything more from the airline and that my comments would simply go into the digital garbage bin. But that is not what happened.
My phone lit up and the ID was from Delta Air Lines and a very nice customer service rep was calling in regard to my complaint and apologized for the many service failures including the sad lunch option on my flight from Vancouver to Minneapolis and that they do take complaints like this seriously and would forward my comment to in-flight and hopefully improvements can be made.
Color me impressed!
The rep ended the call telling me she would be depositing 20,000 SkyPennies in my account and I would see them post inside of 24 hours. I thanked her and stated that while the points were appreciated that was not my goal but that “Delta is better than this” and I would be most pleased to see the issues fixed.
I do think Delta is really trying to fix a number of annoyances by hiring a lot of new folks and it is going to take time to get things back to the level of excellence they were pre-pandemic. As an example I called to apply a Regional Upgrade Certificate (RUC) to a flight that showed open space (it was not phantom space this time) and the rep who answered the phone had no idea what an RUC was or how to do it and was shocked to learn I was a Diamond and she would have to transfer me right away.
OK then… – René
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It’s great that they wrote you back, but don’t anticipate any changes to the Sad Box. If Delta wanted to instantly improve the experience, they could easily double cater the flight with regular meals or cater regular meals for outbound and boxed a for return, but the MD for onboard food and beverage will tell you this isn’t going to happen. The official line that is supposed to be given to passengers is, “We provide boxes on flights to and from stations without local catering facilities.” It’s nonsensical given AA and UA have catering on flights to and from the same cities, and it even predates COVID in some of the markets, but that is the way the MD has opted to go. FAs have been told not to raise complaints about the boxes but to freely give our miles onboard (I believe it’ll be 5,000) when asked. At least your flight was one of the shorter ones impacted!
It seems from my experience last month and this month, that Platinum upgrades to first class are no longer clearing 5 days before the flight.
I wonder if you can look into this. When I called last month, after not being upgraded, I was told there was an error in the system, I got an apology, and was given 15,000 Sky Miles.
This month, I’m scheduled to fly 3 days from now, first class seats are available, no one has been upgraded. I chatted with one rep, then spoke on the phone with a different rep, and both told me the upgrade will only clear 24 hours before the flight.
I am a Delta Platinum for this year and also for next year, and carry the Delta Reserve card and both Delta Platinum cards: business and personal.
According to written Delta policy, my upgrade, if seats are available and no one else waiting has higher status, should clear 5 days before the flight.
I take this same round trip flight once every month (have been doing so for about 2 years), and until last month, I’ve been upgraded on most of the flights 5 days before. Occasionally, no seat was available, and that’s ok. But, now Delta is saying their policy has not changed, yet I won’t be upgraded unless the first class seat is available 24 hours before the flight.
Are you able to find out what’s going on? Thanks so much!
I think it’s a case of revenue management trying to market seats for sale until the absolute last minute. I’m not saying this is always the case.
It’s been forever since I’ve been upgraded five days out.
+1 to Chris’ theory. I’m presently Diamond and they very rarely clear me before the check-in window opens and only then if there are at least 5 or more open seats. Under 5 they wait until ~30 minutes prior to boarding hoping folks will pay to upgrade during the check-in process. I get it, but I don’t like it! That’s also why I’m not going out of my way to re-qualify for Diamond by “spending” an extra $10k with Delta. For that amount of money I can pay to “upgrade” myself on all of my domestic flights next year with plenty of money left over.
Wow, there are plenty of times upgrades aren’t clearing when boarding starts.
I flew last week from ONT-MKE via ATL. Wednesday night there were 7 FC seats available (I’m a DM)…Thursday morning check-in there were 3, Friday morning 0. I had a B fare class, so I thought I’d get the upgrade (I was 3/44 on list). My ATL-MKE flight had 7 seats also, got upgraded 5 days prior.
ATL-ONT Monday flight at 9:11pm…over a 4 hour flight, they didn’t even have sad box lunch. Absolutely pathetic of Delta. I say this as I’ve had 91 segments and over $21k spent this year already
It’s nice they gave you 20000 miles even though there were other meals you could eat. I got 2500 for a missed kosher meal when I had used a significant amount of miles in order to upgrade in time to get the kosher meal, and there was no other meal I could eat. But I didn’t write to Delta.com. This is an extremely helpful post. Thank you.
@Barry – The FAs did not follow FEBO so this was the only choice offered to me. Pre-order is not an option on “Sad Box” flights.
Always write on Delta.com, I’ve never come away empty handed if I have had a legitimate complaint. Full disclosure, I’ve been a Platinum forever (well more than 20 years) and Diamond the last couple of years as well as Million Miler which probably increases my odds of getting points for pain/suffering/whining.
@Chris – Thank you for your response. Do you think Delta should change the wording of their policy?
No, because the window technically opens at T -5 days. Upgrades aren’t guaranteed.
Thank you to all the people who responded. It helps to know that others have had the same experience.
I am platinum medallion and was shocked to be upgraded to first 5 days in advance on a 4/29 flight from Minneapolis to Cancun. On the flight main cabin was probably about only half full. I haven’t been on a plane that empty in a long time, and had a nice hot meal.
Rene, I’d be interested in how long it took you to get a response from Delta on your meal. I’ve been waiting since mid May on a question about no pre-order meals on flight. No catering out of DFW except for a few boxes.
@Aland – About a month give or take a few days.