I’ll be the first to admit frustration with Delta since they took over the Northwest Airlines WorldPerks program, post-merger. Loss of available flights, loss of direct flights, and loss of upgrades have all taken a real toll on my attitude where the “new” airline is concerned.
Imagine my surprise when receiving a letter from the airline apologizing for a weather delay…then giving me SkyMiles points for it.
Those of you who follow my Facebook posts and tweets may recall a day spent in the Minneapolis airport as I attempted to head to Atlanta. Due to delays on the inbound side (de-icing problems in Atlanta, where the plane began its day), those of us planning on lunch in Atlanta barely made it for dinner. Since this was (loosely) weather related, I certainly had no expectation the airline would need to apologize, let alone pony up points.
Yes, I’m tickled to have the gift, and pretty impressed that they did this, without delay, no less.
Just goes to show that any time a business-—large or small-—does something over the top in the name of customer service, they win. As a business owner, you have the power to knock your customers’ socks off, and in today’s hustle bustle world, even a small gesture of unnecessary kindness will go a long, long way.
Will I remember the lost day at MSP? Sure. But I’ll also remember the bonus miles and speed with which Delta addressed the issue. Pretty impressive, all the way around.
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It is a cute idea. You may even like what they did.
Years ago another airline found they received a better review
from their customers if they listened to their customer as compared
to when they gave items, like mikeage, as a way of an apology.
The mileage will be forgotten after a couple of times it happens.
You will more appreciate a business that, after the apology, will actually
Listen to you. It worked with another airline; it can work with another business.
Editor’s note: I still stand by my belief that they really didn’t need to do anything; winter comes with ice, and in the south, that means delays. Kudos to Delta for stepping up even when they hadn’t dropped the ball to begin with.
Tom,
I have to disagree – what will be remembered is the letter and immediate and unsolicited response by the airline – it was genuine and that’s what is remembered. I’d hardly refer to this as “cute”.
I speak from experience with a million-and-a-half of actual United miles plus heavy experience with multiple carriers. Lufthansa once replied with a letter to a complaint that did NOT dance around the issues – they actually answered the questions and I’ll never forget that reply and share that experience with other frequent flyers.
In the time of transition (Northwest & Delta), those type of immediate and positive customer service responses speak volumes to good PR.
John
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