Most of you have read the post about our challenges on the way to Guadalajara over the holidays. I have some very positive news to report. The outbound leg of our flight was with Delta Airlines.  This is where we had the most challenges. I documented everything and used their handy email system to send my complaint and compliment.  I found the system easy to use and well organized.  It makes it much easier as a consumer to send feedback to the company.  What is evident to me is that Delta Airlines does care about their customers and about keeping their customers, even the ones who are unhappy.

Shortly after I sent the message, I received a personal email from customer care.  I did have to provide more information (which I was able to get from American Airlines) in order for the investigation to be completed.  Less than 24 hours later, I had a response from Nancy Hall, Coordinator of Customer Care.  Here is an excerpt from the email:

“I am truly sorry for any inconvenience you were caused due to flight delay and the service you received from the gate agents.  Our goal is to provide timely information to our passengers as they are traveling…I recognize how upsetting it is when plans are disrupted due to our flight delay.  Feedback like you have provided will help us to improve our overall customer experience.  Be assured that I have shared your comments with our Airport Customer Service leadership team for internal follow up.

Additionally, as our customer, you are in the best position to point out areas that need attention.   Our goal is to provide consistent and accurate information to our passengers at all times.  I am truly sorry that in this instance you did not receive the service you expected and should have received.”

Finally, we were each given a $100 travel voucher for future travel with Delta. I have to say that I am quite please with this outcome and the efficiency of the reply. I mentioned it before and I will say it again, their Customer Service department is excellent. There is a very happy ending to this story too.

Next month, I am flying to San Francisco for a training event.  Turns out, there is a Delta flight that fits perfectly with my travel times.  I just booked the flight with an agent on the phone and only paid $84! I am so excited! Also, the agent on the phone, Gabby, is a fellow Canadian, based in Montreal.  Once again, excellent service and we ended up having a great chat about traveling, Costa Rica and the advantages of being able to speak more than one language.

So, a big thank-you to the customer service at Delta, both in Canada and the US.  I am willing to give you another chance to WOW me at the airport!  And I’ll be sure to let everyone know how that trip goes.

If you’ve got a WOW travel story, I’d love to hear about it. Enough complaining, let’s get to the good stuff!

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