And now...Kevin Pinto early out! This is DL's "Customer Service" commitment??!!

Discussion in 'Delta Air Lines | SkyMiles' started by redtailshark, Nov 13, 2012.  |  Print Topic

  1. redtailshark

    redtailshark Silver Member

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    Now you all know the real level of commitment of SM management to customer service!

    If Kevin Pinto - let me say, a seriously customer-focused, deliverer of best in class industry service, with no stars, asterisks or pauses or reservations - truly one of the very few higher up at DL who took this seriously - is out the door...well, if that's the case, then it's clear what the management thinks.

    If this fourth-and-twenty-three-and-whoa-it's-a-completion-for-a-first-down! representative is replaced by the customer-service semi-bots DLCorpGalI, II and III and SMI etc. who must toe the corporate line (i.e. 635k from PHL to FCO, not all of which is in J) then you must know what else is coming.

    For one thing, you know the NEW SKYMILES program is just weeks away, if that.

    Redeem now. Right now. For whatever you can get. Lock it in 331 days out. Otherwise, don't complain you didn't know what was coming.

    And I salute KP's commitment and achievements on the customer service front. He is one of the few DL reps who I'd place in the exclusive redtail Chisholm class of excellence. I only had cause to ask his help once for missing credit on a car rental promo and boom! it got fixed within hours, courteously and efficiently. This contrasts with the battle of KUL and numerous other interactions with DL SM service in which the problem never got fixed and which ate up far too much of my life into the bargain.

    If only he were in charge of SM, there would be no need for the ironic stars.

    But he's not. So, let's recommend him to Jeff S. over at UA. I'm going to do that now.
     
  2. gleff
    Original Member

    gleff Co-founder

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    Didn't realize Kevin was leaving, that's a shame. What do we know?
     
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  3. DeltaExpert
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    DeltaExpert Gold Member

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    How do you know Kevin is leaving? Did he say so?
     
  4. ryandc99
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    ryandc99 Gold Member

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    What is your source for this claim?
     
  5. MSPeconomist
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    MSPeconomist Gold Member

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    It's been posted on FT but I vaguely had the impression that he hasn't left DL yet.
     
  6. ryandc99
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    ryandc99 Gold Member

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    Without proof I will consider this a baseless rumor.
     
  7. DiverDave
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    DiverDave Gold Member

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    It's not a rumor. I've confirmed it with two credible sources, one of whom is a Delta employee.

    It is sad for us, but it may be the case that Kevin is at the point in life to take Delta's early retirement offer and move on to something else.

    Given that he is the manager of Skymiles promotions, I don't know that his leaving would be tied to upcoming Skymiles changes. I'm sure there will continue to be Skymiles promotions.

    Kevin is not really a representative, he is a manager who has chosen to use his own time to help customers with some of their issues. Perhaps an ombudsman, so to speak, but again on his own initiative and not as part of his formal job responsibilities.

    :) From the threads at TOBB, it seems Kevin would want to remain in the ATL area. But he will be a great hire for whomever is lucky enough to employ him in the future.

    David
     
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  8. redtailshark

    redtailshark Silver Member

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    David, you may be right.

    There will be more SM promotions - more than ever, no doubt - and more worthless than ever before, to boot. Why waste the time and electrons in signing up? Anyway.... he did represent DL in as much as he was an official SM person who handled SM issues and dealt with them to great effect, all the time.

    Maybe he wants to remain in ATL.

    However, I want to do something concrete to show appreciation for his work, which has been conducted under the most difficult circumstances - from within DL SM. If ever there was anyone inside SM who stood as the antithesis of 635k from PHL to FCO, not all of which was in J, it is (was) Kevin P.

    I did contact Jeff S.

    -------

    Dear Jeff and Scott, Mr. Kevin Pinto recently moved out from DL SM Promotions.

    The context. As we know, DL SM is the archenemy of frequent flyers.
    The customer-hostile kingdom of Jeff Robertson is not a place where
    anyone can normally expect to find good service. Or any service at
    all, sometimes. Yet in the face of this lack of philosophical
    support, Kevin Pinto was able to provide customers with outstanding
    service.

    Even the DL apologists on the flyer boards are aghast with horror at
    this development.

    -----------------quotations----------------

    "Oh no!!! We are DOOMED!
    Is there another person who can fill his shoes at DL?
    When does he officially leave?
    Kevin was such a wonderful person to have around and good friend to boot!"

    "I agree this is not a good development from a customer service
    prospective. KP was the one person who could get things done, and I
    mean quickly and correctly. I wish him all the best, but I suspect he
    will be sorely missed."

    "Bad news indeed. I have the highest respect for Kevin and hate to see
    him leave!!"

    ------------end of quotations--------------

    etc.

    If UA has such vacancy, or could use his talents in other ways, I
    would encourage you to forward his name for consideration. It is an
    opportunity for a company to capitalize on his talents and commitment.
    He could do much more working with the tools available at UA for
    delivering customer satisfaction with the frequent flyer program and
    its affiliates than he could at DL.

    NB I have no relationship with Kevin and have never met him
    personally. He has assisted me through email and by social media with
    DL car rental promos in the past, ensuring that the (worthless)
    SkyMiles post. As a respected program manager working under the most
    difficult conditions, his performance from the customer viewpoint was
    amazing. Numerous others share this view, as you will see from the
    discussions referenced above.

    Yours truly, Shark. [Scourge of Dilbertian management etc.]
     
  9. Canarsie
    Original Member

    Canarsie Gold Member

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    He was not.
     
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  10. redtailshark

    redtailshark Silver Member

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    -----------begin quotation---------------
    SkyMiles Promotions: Questions and Discrepancies
    "FlyerTalkers -- My name is Kevin Pinto, and I work on SkyMiles promotions at Delta. Going forward, any questions or discrepancies related to this and other SkyMiles promotions can be directed to me for consideration and handling at Kevin.Pinto@delta.com. Please provide me with as much background as possible as well as your contact information (SM#, email address, etc.). Thanks, Kevin"
    -------end quotation-----------

    Those are not my words, that's how Kevin introduced himself over at FT in 2009. So he stated he worked on SM promotions at DL. He gave a delta.com address. He asked for program-related questions to be directed to him.

    Sounds like an official @ DL SM to me.

    Then.

    http://boardingarea.com/blogs/fredd...otion-for-redemption-americas-delta-skymiles/

    Text states: "Kevin Pinto, Manager – SkyMiles Promotions accepts the Freddie"

    How "official" does one have to be to accept an industry award on behalf of an airline's FFP?
    Really! In which Orwellian world was he not an "official SM person"? Leaving aside the question of how SM could actually win any kind of industry award other than [​IMG] best in class [​IMG].....

    In tandem with the efforts to dismiss the info as rumor here, really, at least DL apologists could react more plausibly to factual evidence. They present as if the shark throws them into disarray - but it's the evidence that accomplishes this.

    Anyway, while the naysayers continue to question fact, I reiterate my case on behalf of Kevin Pinto and his outstanding service. In spite of his corporate masters, not because of them.
     
  11. Canarsie
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    Canarsie Gold Member

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    He was not.
     
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  12. redtailshark

    redtailshark Silver Member

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  13. Handleman20

    Handleman20 Silver Member

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    THE SKY IS FALLING! THE MAYANS WERE RIGHT! WE'RE ALL DOOOOOOOOOOMED!
     
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  14. Gargoyle
    Original Member

    Gargoyle Milepoint Guide

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    One of the many absolutely superb DL employees has chosen to move on. KP is fantastic, but so are many others that I have consistently encountered over the years of doing business with DL.

    I'm sorry he's leaving; I first heard about a year ago that he was planning to move on. Why all the drama?

    Agreed! :p
     
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  15. BondAir007
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    BondAir007 Gold Member

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    Why all the drama? You want to know. Really? The reason is that all the SkyMiles fanboys and fangirls like it when Kevin was able take our hand either online or in real life. And escort us to along the 'Red brick road' off to find see the DL Wizard! :p
     
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  16. MSPeconomist
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    MSPeconomist Gold Member

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    WHEN is he leaving? Everything that I've seem says that he's going to leave but I haven't seem even an approximate date.
     
  17. ryandc99
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    ryandc99 Gold Member

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    It was my understanding he was finishing this year and then leaving.
     
  18. USAF_Pride
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    USAF_Pride Gold Member

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    Is that calendar year, or FF program year? :)
     
  19. ryandc99
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    ryandc99 Gold Member

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    Calendar year.
     
  20. Gargoyle
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    Gargoyle Milepoint Guide

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    I'm not sure if it will be the end of this month or the end of this year, but it's one of those two.
     
  21. Canarsie
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    Canarsie Gold Member

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  22. DeltaExpert
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    DeltaExpert Gold Member

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  23. EasternTraveler

    EasternTraveler Active Member

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    Sad to see him go. Anyone interested in having a DO in ATL to recognize him?
     
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  24. Canarsie
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    Canarsie Gold Member

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    I am currently working on it:
    When details become more clear, I will ensure that they become available...
     
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