Discussions, doodles, diatribes

I have been traveling much more often for business than I had in the past. The majority of the travel originates from Chicago so I have my choice of two airports and multiple carriers. I admit that I am not especially brand loyal to any specific airline and often choose the best price, flight times and routes to my destination. Because of that, I am a member of multiple “air miles” programs but really don’t pay much attention to the programs because my miles are stretched throughout those multiple airlines.

My most recent travels took me on multiple legs and multiple carriers from Chicago to Seattle then to Portland and back to Chicago (via MSP). The flights were smooth and worry free until my final two legs — operated by Delta Airlines (#deltaairlines, @deltaairlines).  To make a long story short, an in-aircraft malfunction (broken overhead compartment cover) delayed my redeye flight causing me to miss my Minneapolis connection. This is where my service story begins.

For those that know me, I’m a stickler for customer service. I expect high levels, praise for the levels and document when customer service fails. This was a failure. As with most airlines, an announcement was made on the aircraft apologizing for the late arrival saying a gate agent was prepared to assist those of us with missed connections and to stop at the gate upon exit for information. With a large DC-9, the personalized attention one gate agent can be expected to give is minimal, although details should be listened to. I asked the gate agent about my flight to Chicago O’Hare scheduled to depart at 7:05 am (it was 7:05 am). He said it’s at the gate and directed me to a gate. He directed me to the gate, to a flight that had already departed and a gate agent that had already left. Failure number 1. I then went to another gate where I was told to go to the “service center” located a few gates down. There I encountered service failure number 2. I went to the automated kiosk and scanned my boarding pass and was told I was rebooked on a flight leaving at 11am. I was surprised I was booked on a flight leaving 4 hours later so I stood in line for the gate agent.

I encountered a clearly-not-so-happy customer service agent named Gay S. (at least that’s what her nametag said). I would expect that the employees assigned to these service centers would be the best of the best — knowing that those coming to them are probably experiencing issues related to a flight. When it was my turn, she turned away from me and picked up the phone saying to the person on the other line that “she was being hung out to dry here” and “must have some other issue other than the Atlanta flight coming in late.” This showed me that she didn’t care about the customer and Delta clearly didn’t care about delayed passengers by not knowing of this other flight issue.

After coming in off a delayed red-eye, not the response a passenger wants. I was told that I should have just scanned my ticket because I was already rebooked on the 10am flight (it was 7:15am). I told them that that couldn’t be the next flight to Chicago. She said “well you just missed a midway flight” and the other flight is oversold at 9am. I asked about being put on that flight and she said I could be on standby but “other standby passengers would be given preference to board.” I asked for further compensation and she said I could get a meal voucher. She then didn’t give it to me and I inquired again and was very rude and said “give me your boarding pass so I can do this paperwork.” She gave me no explanation of where I could use it, what it was worth, etc. I then proceeded to the 9am flight gate and waited about 45 minutes for someone to show up. Jeff Shanley (as his badge said) arrived and told me how much the voucher was worth but then reiterated that there was really nothing he could do to get me on that flight and I just had to wait. I had had no food, nothing to drink and had been up for 24 hours at that point. I was irritable and angry. I went to get some food and sat. He was cordial and did get me onto the flight. I still feel like I received no help from Delta except when I pushed the issue.

When I returned home I tweeted that I had an issue with Delta and waited until Monday morning to determine how to best resolve the issue. I received a response back from Delta to “email customer service” and there wasn’t a way to get someone to call me. So I filled out their form online and waited. I inquired the following day and was told to “be patient” and call the customer service phone number if I wanted a quicker response. I did and was on hold for quite a while. I didn’t hold.

Every day I waited. Every day I tweeted. Every day I hoped for a response. This morning I received a response. The response recapped my situation and Pauline P. Gomes from Customer Care apologized for the issues. And then, at the end of the e-mail it said this:

Further, as a gesture of apology for our flight delay and the unsatisfactory customer service you endured at the airport, I have added
5,500 bonus miles to your SkyMiles account.  Please allow three business days for the miles to appear.

In all honesty, I have no idea what that does to assist me. Looking at my Delta SkyMiles account, she should see that I have little action on the account and, therefor, additional miles has no meaning to me, or incentive, or recovery for Delta’s lack of service.

When service hiccups occur, recovery should be at a level to encourage a customer to:

a. feel comfortable about the organization

b. be confident in recommending that company/organization for their service

c. discourage bad blood/public disgruntlement of the situation

d. provide enough incentive for the customer to want to use the service/organization again

Looking at each of these elements and the response/recovery I received from Delta, nothing has changed. In fact, because the recovery was so little/means nothing to me, the consumer, I’d say my feelings toward Delta are worse than they were prior to the response.

So, Delta, thanks for giving me the fodder for not only multiple tweets but an updated blog post. I encourage you to correct this and maybe call me, you have my number. It amazes me that, in the form letter from Pauline, she states “Our office does not have the capacity to make calls or receive calls from customers.” I have a feeling they could call someone if they wanted to do so. It is clear that their training is lacking not only on the ground, but also in a corporate environment.

I’ve also attached the picture of the maintenance man trying to fix the overhead compartment – at least he apologized for stepping on the lady in the row, the co-pilot didn’t.

Maintenance at 1:30 am trying to fix a panel on my PDX redeye flight.

Delta, I look forward to hearing from you.

By the way, thanks to those companies that do an outstanding job correcting service issues — applause goes to UPS and Amazon for their service recovery training and implementation.

Until next time…

Update: Monday, June 21. I received another e-mail from Delta (Pauline P. Gomes) with this response:

Thank you for writing and allowing me the opportunity to further review
your concerns.  On behalf of Delta Air Lines, I am genuinely sorry you
were dissatisfied with my response.

The gesture I extended was not meant to place a value on your
experience; rather it was an attempt to make amends for your
disappointment with our service.  Respectfully, additional
considerations would not be due.  I am sorry to disappoint you, as I
understand this is not the answer you were expecting.

Mr. Blemker, again, I apologize.  Your support as a valued SkyMiles
member is important to us, and I thank you for your additional time and
effort.  We look forward to the privilege of serving your air travel
needs again soon.

Delta (and Pauline’s chastising of my situation) shows a clear misunderstanding of how to provide proper service.

Updated again: 8:47am 6/21

Paula responded again after I asked how this provided any incentive to travel with Delta again.

Thank you for your most recent communication expressing your continued
dissatisfaction with my response.  On behalf of Delta Air Lines, I
apologize that I have been unable to offer a satisfactory resolution.

I am genuinely sorry it was necessary for you to write again.  I was
concerned that I missed the purpose of your communication so I reviewed
your comments with my Supervisor.  After a lengthy discussion, there is
no further action that would be due as a result of your experience.
Again, I am sorry to disappoint you, as I understand this is not the
answer you were expecting.

Mr. Blemker, again, I am sorry your travel was unsatisfactory.  I hope
in time you will provide us with another opportunity to restore your
confidence.

Sincerely,

Pauline P. Gomes
Coordinator, Customer Care
Delta Air Lines/KLM Royal Dutch Airlines

I am particularly concerned about her comment saying “in time” I might give Delta another chance. However, Delta has provided absolutely no incentive for me to. What is my benefit to travel with them again? Why would I want to? They clearly realize that I have no confidence in their service or their company.

Update: June 22, 11:56am CST

Delta has evidently told me to leave them alone. Great service.

Dear Mr. Blemker,

RE: Case Number 575487

Thank you for your latest communication.  On behalf of Delta Air Lines,
I apologize, again, for your frustration.

I understand your continued disappointment.  I once again apologize for
the poor customer service you encountered at the gate and recognize that
this experience formed a negative impression which cannot be wiped off
easily.  I am truly sorry we cannot provide you with the name and
information of our supervisor.  After additional consideration, I regret
we have been unable to resolve this matter to your satisfaction.

We hope you can make the decision to move forward from this event.  With
regret, I must respectfully deny your request and advise that we will
not be responding to this matter again.

Mr. Blemker, thank you for your valuable time in following up on this
matter.  Please know we will make every attempt to provide future
service that earns your respect and confidence.

Sincerely,

Steve P. Simon
Care Specialist, Customer Care
Delta Air Lines/KLM Royal Dutch Airlines

I’m actually amazed that I’ve been told to basically “get over it” from Delta. Wow.

Updated: June 22 1:41 pm

So I got a response to my blog from a woman that seemed very unsympathetic to my cause. Because of openness in the blogosphere I thought I would share and approve without any problem. I believe open discussion is key to solving issues. However, I decided I would post the entire approval section so you, the reader, can see the post didn’t come from an unsympathetic reader – it came from an unsympathetic Delta employee using a hidden gmail address.

Author : Jane Haysmith (IP: 205.174.22.26 , proxy-http1.delta.com)
E-mail : jane.haysmith@gmail.com
URL    :
Whois  : http://ws.arin.net/cgi-bin/whois.pl?queryinput=205.174.22.26
Comment:
Seems the airline apologized for your inconvenience and the less than stellar
attitude you encountered. What do you feel they 'owe' you? They aren't going to bump
another ticketed passenger to put you on the next flight. They are going to put you
on the first flight they can confirm and let you stand by for the rest.