Delta stepped up

[sam_gordon]

OK, we get plenty of threads about poor customer service, here's one with good customer service.

We flew to Barcelona last month. Our original flight was late (mechanical issues) leaving us a 10 minute connection time in Detroit with a concourse change. Delta wouldn't hold the connecting flight. We got to the departing gate as they were making last call. We had to get our passports out (international flight) and I put my bag down to get it. The gate agent (unnecessarily IMO) rudely (tone, not what he said) kept rushing me. We made it on the plane, the bags didn't. They joined us two days later.

On the "good" side, on our return flight, DS lost his phone. The flight crew (it was the last flight of the night to that airport) helped us look all over the plane (taking seat cushions up, getting down on the floor with a flashlight, etc. I'm sure they were eager to get to their hotel (it was around midnight), but they were so helpful.

The next day I fill out a compliment form for the crew who helped us. Last week, I started getting Delta requests to fill out a survey regarding the late bags. I told them about our issues in Detroit, didn't ask for anything (compensation), thinking they might give us a couple thousand air miles, but if not, no big deal.

I got an email from Delta yesterday that they're giving each of us (three were on the trip) a $75 gift card of our selection. Delta (of course), Macy's, Best Buy, Lowe's, Darden's Restaurants, Barnes & Noble and Toys R Us were among the choices.

I think it's funny the email about the GCs had my compliment form at the bottom.

WTG Delta!

 

[mom2rtk]

So nice to hear a positive story!

Delta just did right by my son as well. After he was delayed overnight in that mess about a month ago, I urged him to email them after the fact. They just sent him a $200 flight voucher. He's just taken a job that involves a lot of travel. I'm sure he'll be using Delta a lot.

 

[dreiwhit]

I was flying on a business trip to Dayton, Ohio, back in September 2009. It was at the time of the extensive flooding along the eastern seaboard, which heavily disrupted flights.

I got to my departure airport to find out that the crew didn't have enough rest time, so the first flight would be delayed long enough to cause me to miss my connecting flight in Atlanta. Even thought I had planned a two hour layover in Atlanta, I would still miss the flight.

I called Delta and they told me not to worry. Just go to the kiosk area in Atlanta when I got there to get a new boarding pass. I did so when I got to Atlanta, and found out that I had been booked on another flight from Atlanta to Dayton.

I boarded the new flight fine, but when the door closed, I was really shocked to see there were maybe 20 people on an MD-90! I was the only person sitting in three rows on both sides in either direction!

From what I was told, Delta scheduled another flight for us instead of booking us on later flights. Way to go Delta!

 

[DebbieB]

I was flying on a business trip to Dayton, Ohio, back in September 2009. It was at the time of the extensive flooding along the eastern seaboard, which heavily disrupted flights.

I got to my departure airport to find out that the crew didn't have enough rest time, so the first flight would be delayed long enough to cause me to miss my connecting flight in Atlanta. Even thought I had planned a two hour layover in Atlanta, I would still miss the flight.

I called Delta and they told me not to worry. Just go to the kiosk area in Atlanta when I got there to get a new boarding pass. I did so when I got to Atlanta, and found out that I had been booked on another flight from Atlanta to Dayton.

I boarded the new flight fine, but when the door closed, I was really shocked to see there were maybe 20 people on an MD-90! I was the only person sitting in three rows on both sides in either direction!

From what I was told, Delta scheduled another flight for us instead of booking us on later flights. Way to go Delta!

Most likely they needed that plane in Dayton to pickup other passengers for another trip.