The “Delta customer service responds via Twitter” post

Thanks for doing the right thing, Delta!

I wrote a post the other day about my worst travel experience of all time, which took place while flying home via Delta Air Lines from the SHRM Global Conference.   I won’t bore you by repeating the details.  It was annoying and inconvenient, and I used this blog, and Facebook and Twitter to complain to Delta, partially to get their attention, and partially as a social media experiment.

I am happy to report successful results on both fronts.    Representatives from @DeltaAssist contacted me via Twitter yesterday morning to advise me they were looking into the matter.

From Drop Box

Here is the letter I received from Delta in my email box:

Thank you for writing about your recent flight experience, as well as
alerting us to the unsatisfactory customer service you encountered from
our team at San Diego and from our inflight crew onboard Flight 9857 on
July 1.  On behalf of Delta Air Lines, I want to extend our sincere
apology for letting you down in so many ways.

Your points are well made and your frustration is understandable.
Clearly, arriving home 24 hours later than planned and with only 3 hours
of sleep and being displaced from your seat in the front cabin to Tampa,
are also disturbing issues.  I am truly sorry for these occurrences.  Be
assured your feedback is important to us and I will be sharing your mail
with the responsible leadership teams in the Operations Control Center,
at San Diego and Atlanta, and with our Inflight supervisors.

I understand you received 2,500 bonus miles for the delay of Flight 67
from Atlanta to Tampa.  As an additional gesture of goodwill, I have
added 20,000 bonus miles to your SkyMiles account.  Please allow three
business days for the miles to appear.

We all take on-time performance very seriously and despite the current
economic conditions are not sacrificing this goal or safety in any way.
Again, I apologize for our failures on this trip.

As a Silver Medallion member, you are an integral part of our customer
base and we are always interested in your feedback.  Thank you for
taking the time to write.  We deeply value your business.

Sincerely,

Coordinator, Customer Care
Delta Air Lines/KLM Royal Dutch Airlines

Thanks to the Twitter crew at Delta for paying attention to my customer service complaint.  Thanks to Ms. Johnson at Delta Customer Care for making acknowledging the issues I raised, and dealing with them fairly and professionally.   I will continue to be a Delta customer as a result of their efforts.

The added bonus: all this happened via social media – no phone calls, no time wasted on hold, no added expense  or effort required just to make a point.  Most excellent!

Related articles by Zemanta

• We’re Listening @DeltaAssist (delta.com)
• Delta Air Lines Thanks U.S. Department of Transportation for Right to Connect Detroit, Los Angeles to Tokyo-Haneda (prnewswire.com)
• Delta Sells Mesaba, Compass Air (businessweek.com)
• Delta drops some fees, ups others in flier program (marketwatch.com)
• My Onboarding (and offboarding) Experience with Delta Airlines (thehumanracehorses.com)

No related posts.

Related posts brought to you by Yet Another Related Posts Plugin.

Tagged as: Atlanta, customer service, Delta Air Lines, Delta Airlines, Facebook, San Diego, Social Media, twitter