Dear Delta,
Do you remember when I would book an economy ticket, and sit in first class? And when I would book an exit aisle seat (seat 26C on the MD88), and no matter how many times you would change that flight or equipment I would still have an exit aisle seat? And when I would call you, I would get to speak to a live person in less than 3 minutes? I liked that time.
I know that we don’t see each other as much as we used to. I changed jobs last year. Part of it was economy related; part of it was normal reorganization. Most of the travel I make today is by car. But when I do fly, I am loyal to you. I am fairly certain that sometime soon I’ll be back to flying like I used to – about 80 to 90 thousand miles a year.
But, my dear Delta, when that day comes, I think I may have to find a new partner. Things just aren’t like they used to be. I thought that my 3+ years as a medallion (2+ as Platinum) would still matter to you. Sure, you still have some awesome gate agents and flight attendants, but things have definitely changed. And I can clearly see that you just don’t love me like you used to. I understand that I’m just not there for you like I used to be, but I guess I really didn’t expect this kind of response:
· You changed my itinerary on the same trip. TWICE! And both times you move me from an exit aisle seat to a middle seat. That’s three times in the last year that you did me like this. I swear that I told you numerous times in the past that my anxiety/claustrophobia will just not let me sit there. Because of that, I pick my flight times based on aisle availability. You must have forgotten that.
· When my Worldmate app (your in-house notification system must have lost my phone number/email address) told me my itinerary had changed (equipment, I guess) and I was moved from my exit aisle seat of 25C to a crappy middle seat of 15B, I called your SkyMiles “priority line.” After about 15 minutes on hold I spoke with Kay, who I really thought was my new best friend. She put me back in an exit aisle seat (26C). Maybe you do still love me!
· Four hours later I went to check in online and found I was still in that crappy seat of 15B. What happened? Kay just told me that I was put back in a seat I reserved when I bought my ticket. No doubt that you don’t love me anymore.
I tried calling you, but I guess you were too busy to talk to me. While I was on hold, I went to your web site and opened a chat session with Glen. Man, was he really helpful. He told me he was sorry for the inconvenience, he was sorry for my disappointment, and that I should call Delta Customer Service. That chat feature sure is helpful!
Fortunately, I was still waiting to speak with you via your SkyMiles Priority Line. About 100 minutes in to the call, I fell asleep waiting to speak with you. When I woke up the next morning, I checked my phone log. The total call duration was 4 hours, 29 minutes. TWO HUNDRED SIXTY-NINE MINUTES I waited to talk to you. All I can say is WOW! I can sure see how important my call is to you.
So Delta, I get the message. It’s time to see other people. So while I wait for my next job/responsibilities change and I start traveling my previous 80,000 miles per year, I will see if Continental, United, and US Air improved since I last traveled and swore I’d never sit in their seats again. Who knows, maybe I’ll find the love and the long-lasting relationship that I thought you and I had. Worse case, I’ll get the same service I had with you. But at that, I really haven’t lost anything have I?
Good luck Delta, and I hope we can still be friends.
Sincerely,
Your Previously Loyal Customer
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