It seems like everyone is complaining about the airlines these days, but recently a colleague reported receiving some great customer service from Delta. I would like to share it with you. Here is the letter that he received:
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Hello Mr. Connor, |
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As a Platinum Medallion® member, you probably were hoping for an upgrade yesterday—or at least a window or aisle seat. But alas, according to our records, you were stuck in the dreaded middle seat. We try hard to give our most loyal customers our best seats, but unfortunately, that’s not always possible. To thank you for your flexibility and understanding (and minimize your middle-seat memory), we will credit 500 miles to your SkyMiles® account. It’s just one of the ways we’re expressing our appreciation for your loyalty to the SkyMiles program. Redeem your bonus miles for something fabulous (have you checked out the Medallion Marketplace recently?). And look forward to future surprises as we work hard to recognize and reward our most frequent flyers. We hope to see you up front again soon! Visit delta.com for all your travel needs. Book your next flight (and avoid up to $25 in booking fees!), check in online, and then check out our Delta Blog where we’ll take you “under the wing” and behind the scenes as we share stories on ideas, changes and our people.
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For a company to be ahead of a potential complaint is revolutionary. Being proactive will save a company from being skewered in the social media circles and can provide a big win. Good for Delta to go the “extra mile” to recognize customer loyalty.
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