Comments on: Delta reaches out to frequent fliers http://alwaysupward.com/blog/delta-reaches-out-to-frequent-fliers/ Success only runs one direction.... Fri, 03 Feb 2012 21:39:31 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: John Ranes II http://alwaysupward.com/blog/delta-reaches-out-to-frequent-fliers/comment-page-1/#comment-1853 John Ranes II Mon, 01 Feb 2010 01:46:36 +0000 http://alwaysupward.com/blog/?p=3805#comment-1853 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 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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]]> By: Tom Shay http://alwaysupward.com/blog/delta-reaches-out-to-frequent-fliers/comment-page-1/#comment-1835 Tom Shay Wed, 27 Jan 2010 21:54:12 +0000 http://alwaysupward.com/blog/?p=3805#comment-1835 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. <em>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.<em> 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.

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