Why I love Delta - they break their own rule to create win - win!

Discussion in 'Delta Air Lines | SkyMiles' started by Mike1625, Apr 18, 2011.  |  Print Topic

  1. Mike1625
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    Mike1625 Silver Member

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    I am going to be a little vague, just in case someone could get in trouble for breaking rules for me, but I wanted to share a positive experience I just had with Delta. Background, I am Gold Medallion, and the help I received was from the Medallion desk.

    Yesterday I booked award tickets for my wife and myself on 2 domestic tickets. I personally value my miles at 1 cent each, roundtrip would have cost $360 each .... found 2 award tickets at 25,000 miles each. Figured I'd book the award seats.

    Tonight, I get home and see that roundtrip dropped to $202 after all taxes and fees. I called up Delta and asked if I could cancel (about 30 hours after booking) and buy the tickets. The very polite and friendly agent explained that of course I could, but there would be a $300 miles redeposit fee, and they do not allow 24 hour fee free cancelation of award tickets (like they do on purchased tickets). She then said, let me put you on hold and ask a supervisor.

    The nice lady came back, and said, if I was willing to buy the new tickets while on the phone, they would waive the redeposit fees. I agreed, and I was able to book new tickets.

    The Delta agents saw this as a win for Delta, revenue tickets ahead of non-revenue tickets (and yes I realize that the liability of those miles is still on their books). This was clearly a win for me, I would rather keep my miles and buy the tickets on sale. As a gold medallion (and my wife without status) we are now in line for a chance at upgrades. Someone was empowered to help me, and I really appreciate that!

    I just wanted to share a positive story, when we hear so many negative ones.
     
  2. Trout Fishing in America
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    Trout Fishing in America Silver Member

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    I've said this before, and I'll say it again-- I love reading about positive travel experiences. Makes me much more confident in my future travels. I especially like reading about good experiences with Delta who, in my opinion, receives at least slightly more hate than they deserve on travel forums.
     
  3. jwsky
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    jwsky Silver Member

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    You asked nicely and got a good result. Good for you Mike.

    The workers on the phone are just regular people doing a job. Making a living. Often if you treat them well with respect, things can be worked out.
     
  4. JohnDeere19
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    JohnDeere19 Gold Member

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    The answer is always no if you don't ask...well done!
     
  5. DisneyDude
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    DisneyDude Active Member

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    And I hope that agents across the Delta network learn that:
    Redeposit fee lost: $300
    Revenue tickets gained: $400
    Positive publicity: PRICELESS
     
  6. Mike1625
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    Mike1625 Silver Member

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    It always takes the right attitude. You have to call realizing that they don't owe you anything, and you have to be willing to accept that.
     
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  7. Mike1625
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    Mike1625 Silver Member

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    While I like your point, they really never lost the $300 redeposit fee, because I was never going to pay it. If they said no, then I would have just traveled on my award reservation. Not disagreeing with you, but just wanted to mention, that fee was never going to be collected, it would have never been worth it.
     
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  8. MSPeconomist
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    MSPeconomist Gold Member

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    Do you know which elite call center you reached? This sounds like Chisholm thinking to me, but I thought they primarily handled PM calls now. I'd love to see this proactive and problem solving attitude become contagious at DL.
     
  9. Mike1625
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    Mike1625 Silver Member

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    I have no idea, never thought to ask.
     
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  10. MSPeconomist
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    MSPeconomist Gold Member

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    Did you notice any regional accents?
     
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  11. Mike1625
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    Mike1625 Silver Member

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    No, really didn't. Sorry.
     
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  12. Pharaoh
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    Pharaoh Gold Member

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    You mean like Canadairian or Embraerian?
     
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  13. MSPeconomist
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    MSPeconomist Gold Member

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    Minnesotan has some similarities to Canadarian.

    Have you seen the movie Fargo?
     
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  14. DeltaExpert
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    DeltaExpert Gold Member

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    Glad they were able to help
     
  15. MSPeconomist
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    MSPeconomist Gold Member

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    Sometimes the southern accents are hard not to notice.
     
  16. USAF_Pride
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    USAF_Pride Gold Member

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    Easiest way is to ask what the weather is like there. As I am northern based, it gives us something to complain about together!!
     
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  17. MSPeconomist
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    MSPeconomist Gold Member

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    When I usually reached Chisholm with PMNW, I would always ask about the weather back in MN when I called during a trip. It was like a touch of home, much more personal.
     
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  18. Travel2Food
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    Travel2Food Silver Member

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    Very nice. It's good to see smart CRM....
     
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  19. DonV.Smith
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    DonV.Smith Gold Member

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    I have more positive PR for Delta - I ended up at the airport a few hours early on Wednesday, turned out there was another flight to my destination that had been delayed due to a late arrival. I checked with the gate agent to see if there was availability, and what my options may be if there was.
    • As it was, I'm still silver elite status but managed to snag an upgrade for regularly scheduled flight.
    Turns out there was a fair amount of open seats, including FC, however to change flights there would have been a $50 charge. I wasn't sure I could justify that on the companies dime, and didn't really want to pull from my own pocket... after all, I had FC on the next flight anyway.

    The agent continued typing away, then tore up my boarding pass and handed me one for this flight (still FC) that was close to boarding... Doing so on the premise that if this flight were delayed she wouldn't have me risk my regularly schedule flight being delayed.

    I was VERY appreciative of that!

    It only got better, too. The plane in use was not one of the standard 757-200 or -300's for the route... It was an a330. I didn't catch the sub-type as I was in a bit of awe, more on that in a moment. The BC and FC were 2 seats, isle, 2 seats, isle, 2 seats configuration - if that helps. The awe part - this was either a new plane or very recently renovated. The BC/FC cabin areas were impeccably clean, and sporting the new lie-flat beds and large personal monitors for VOD. Of course I pressed lots of buttons in process of getting comfy, then enjoyed a flick while putting down Heineken's and snacks. Everyone else I saw in the FC area was doing the same thing (variation of drinks pending).

    A great experience, and I made it home earlier than normal. Big thumbs up from me :)
     
  20. Travel2Food
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    Travel2Food Silver Member

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    You know, I don't think I've seen so many positive stories about Delta since, well, before Ron Allen took the helm...

    Very good to see. Very good.
     
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  21. DeltaExpert
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    DeltaExpert Gold Member

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    Where were you headed?
     
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  22. DonV.Smith
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    DonV.Smith Gold Member

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    From MCO to MSP; flights are often pretty full with families (Disney) and business travelers (conferences ++).
    I was very appreciative :)
     
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  23. DeltaExpert
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    DeltaExpert Gold Member

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    It was a Airbus Industrie A330-200

     
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  24. alpinesoccer
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    alpinesoccer Silver Member

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    Good to hear great stories about delta! Thanks for sharing!
     
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  25. Italy98
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    Italy98 Silver Member

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    +1 Speaking with the folks in Chisholm is always a welcomed change from the norm. Hopefully some of the customer service training the front line folks are receiving will extend to the other call center CSRs.
     
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