impressive response from delta

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jesse

Touchdown! Greaser!
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Display name:
Jesse
My e-mail:
PERSONAL INFORMATION:

Name: Mr Jesse Angell
Email Address : jesse@jesseangell.com
SkyMiles Number:

COMMENT DETAILS:

Email about Past/Future travel: Past
Nature of Comment: Compliment Praise
Email Pertaining to: Onboard_Aircraft
Email about Other topic:

Comments:

Jesse Angell
178 Laramie TRL
Lincoln, NE 68521

To Whom It May Concern:

I am not a person that typically enjoys traveling via the airlines nor
am I a person that would typically write a letter about an employee of a
company. The experience I had today though was absolutely amazing.

I was on Compass/Delta flight 5729 from MSP to PHL today (May 28 2010).
There was a ground stop in Philadelphia which delayed our flight by
nearly three hours. Typically you would expect a negative attitude
throughout the cabin with a lot of frustration between passengers.
Amazingly though, a flight attendant, made it so that was not the
case. I looked through the aircraft and saw people enjoying themselves.

I believe her name was Aylin she spoke with an accent and said she was a
Turkish native. I’m not sure how she did it - but she made the
delay seem like a good thing! She dished out a little humor over the
PA, a little trivia, and a couple of free drinks. Most importantly
she treated everyone like family. As a result your airline earned the
respect of a LOT of passengers. She is without a doubt an amazing asset
to your organization. If Aylin could be on every flight the competition
simply would have no chance.

Regards,

Jesse Angell
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Their reply:
Dear Ms. Angell,

RE: Case Number 426073

Thank you for your e-mail expressing the satisfaction from the service
rendered by our flight attendant Ms. Aylin while traveling with us from
Minneapolis. On behalf of Delta Air Lines, I praise your kind remarks
and appreciate the opportunity to respond to your compliment for our
flight attendant.

Delta places a high priority on customer satisfaction and we are
fortunate to have personnel like Ms. Aylin who strive for excellence and
professionalism in every area of responsibility. The fine work which
earned your positive comments reaffirms our belief that a company is
only as good as its people. Your thoughtfulness in writing means a
great deal to us. Excellent customer service is our key and your
comments and observations are helpful in ensuring we maintain our goal
of providing this level of service. One of the best ways we have to let
our people know their efforts have been recognized is to share
commendations such as yours.

Please know I will be sharing your comments with our Inflight leadership
team so this flight attendant receives appropriate recognition, on your
behalf. Thank you for sharing your thoughtful remarks.

Ms. Angell, I thank you again for writing and bringing this matter to
our attention and the time you took to recognize one of our team
members. As a loyal Delta customer, your business is important to us
and we will do our best to merit your confidence and support. We look
forward to serving your future air travel needs.

Sincerely,

Frank P. Kelly
Coordinator, Customer Care
Delta Air Lines/KLM Royal Dutch Airlines
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I seriously doubt that persons name is Frank based on the grammar. One would think they'd have a better written template response for such a compliment. Hell, maybe Delta had never received a compliment so "Frank" from India had to write something up. It just shows that the flight attendant was an exception to their overall crappy customer service.
 
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It surprises me you received a personal response instead of some template. I think it shows personality in the company whether they had writing skills or not. It was nice of you to write them an appreciation email though, the airlines receive few of those I'm sure. Hopefully she will receive a nice recognition.

BTW, apparently you're a "Ms." Now? I hope you're not keeping something from us. ;)
 
Dear Ms. Angell,
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Congratulations on your recent, um, change.

BTW if you become a frequent flier you will be given coupons for handing out to employees when they do a good job. These are nice as they give the employee an immediate feedback. The drawback is that sometimes other employees get annoyed. I handed one out to a FA that did a really good job, the purser came back as we were getting ready to deplane and mentioned that the person I gave one to was only a trainee and that I should save those for the regular employees. I mentioned that the regular employees could learn a thing or two form the trainee as she always had a smile, was making sure everyone had what they needed, went beyond the call of duty when she was helping other passengers with luggage, and generally had a good attitude.

The best attaboy I ever gave was to an American West employee. I was trying to get from LAS to SFO, the a/c in the terminal was dead and it was sweltering in the terminal. Our 8pm departure turned into a midnight departure due to the aircraft having mechanical problems. The gate agents made the announcement and asked if anyone wanted to change flights, delay, or cancel. I was 2nd in line. The lady in front of me was having a conniption. I got up to the agent and told her I could go the next day if they had a flight. They did and she put me on it. I had packed a little meal for myself with some cake, apple, and a sandwich which I no longer needed. I asked the gate agent if she was going to get any time for dinner and she sighed and said no. So I gave her my dinner. She was so happy she upgraded me to first. :)
 
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Maybe a little preview of the kind of treatment you'd receive as a FF. Although the response would be written by a US agent.

Airlines actually have great customer service for their top-tier FFs. I just got $350 as an apology for being downgraded from first to business class for a domestic flight due to an equipment change to a 3 class aircraft. The horror of 2 hours in int'l C! :rofl:
 
jesse said:
My e-mail:
Their reply:
I seriously doubt that persons name is Frank based on the grammar. One would think they'd have a better written template response for such a compliment. Hell, maybe Delta had never received a compliment so "Frank" from India had to write something up. It just shows that the flight attendant was an exception to their overall crappy customer service.
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Ah, yes. You should see some of the other names they use. There's a whole thread about it on one of the frequent flyer boards.

I've had some good experiences, and some bad. Just this week, I sent three compliment emails to American for the outstanding performance of their crews on IAD-LAX-IAD and the Admiral's club.

But probably the best crew experience was on Delta from ATL-PRG. We took a maintenance delay in ATL (which would normally be annoying), but the crew was outstanding as a team, delightful, and made the time pass quickly. In addition, the captain came around to each set of seats in the business cabin, showed us the route plotted on a chart, and apologized for the delay. The totality of that experience prompted me to send a snail-mail letter of praise to the CEO's office.

The airlines need to learn that happy employees make for happy customers.
 
wsuffa said:
Ah, yes. You should see some of the other names they use. There's a whole thread about it on one of the frequent flyer boards.

I've had some good experiences, and some bad. Just this week, I sent three compliment emails to American for the outstanding performance of their crews on IAD-LAX-IAD and the Admiral's club.

But probably the best crew experience was on Delta from ATL-PRG. We took a maintenance delay in ATL (which would normally be annoying), but the crew was outstanding as a team, delightful, and made the time pass quickly. In addition, the captain came around to each set of seats in the business cabin, showed us the route plotted on a chart, and apologized for the delay. The totality of that experience prompted me to send a snail-mail letter of praise to the CEO's office.

The airlines need to learn that happy employees make for happy customers.
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Yeap. The Captain came through teh cabin - talked to everyone - made everyone laugh and answered any questions people had.
 
Ghery said:
The largest unscheduled airline in the world? Took them 30 years before they finally got me somewhere on time.
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They may do better now that they are part of Delta- from Jesse's story, I think we are already seeing improvement.
 
Cap'n Jack said:
They may do better now that they are part of Delta- from Jesse's story, I think we are already seeing improvement.
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Yes, but will they have any legroom in cattle car? My history says "no". I'm sticking with UA E+ as much as possible.
 
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