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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