Posts Tagged With: Travel

Delta Airlines Needs Customer Service Training!

Delta Airlines has been my airline of choice for many years – until now!  I am questioning if I will EVER fly Delta again!  Miss Bass in Claims Services has pretty much ended my great, long time relationship with Delta.  Delta SkyMiles was the very first frequent flier program I joined around 30 years ago.  I even chose SunTrust bank so that my debit card could earn me SkyMiles.  While I have had many enjoyable trips one mistake has now challenged my love and respect for Delta!

My father is dying from Asbestosis and also has Dementia; I have Multiple Sclerosis (MS).  Friends in Las Vegas used their SkyMiles to get me a ticket to visit so I could have a break from this high stress situation!  While the visit went fine, the return home became much more complicated.  I had a 2 hour layover in Memphis and found the flight was also delayed an additional 2 hours.  Gate agents were able to assist me getting a flight to Jackson, MS with less wait.  This was a relief to my sister/chauffeur and our anxious patient/father.

The flight was fast, no need for beverage service because the 28 passengers did not need a beverage in the 1 hour gate to gate flight.  With my MS being active, I was having to use my crutch and was the very last to arrive at baggage claim.  But as the last passenger left and the baggage carousel stopped, my bag was nowhere to be seen.   The girl at baggage claim told me my bag had gone to Jacksonville, FL instead of Jackson, MS; it would be delivered to me the next day and assigned me a claim number.  This was Saturday.

Late Tuesday afternoon my bag had not arrived and the website showed that it should have already been delivered. I had been quite and patient for these 3 days waiting for the process to take care of itself, but with the website not equaling reality, I made a call.  Miss Bass began as a cooperative person making a call to the delivery company to check on my bag then telling me it was in route and would arrive in minutes.  This is where things turned!  I asked for information about compensation for the inconvenience and she told me to send my receipts somewhere. I told her I did not have receipts because since arriving back in Mississippi I was with my sick father, giving a deposition to my lawyer, and making an 8 hour round trip car ride – all while having the same clothes on (my Mom had washed them at least) and suffering great pains because of my MS. When did I have the time or ability to get new clothes or shop to have receipts for anything?

I then asked Miss Bass to transfer me to customer service.  She then told me she no, she would not.  So I asked for the number, she refused to give it to me.  At this point I was IRATE!  I screamed and hollered and she then told me I could go to the website to report a complaint – and I did! In this position, she should have much better customer service skills or at least have someone to refer an unhappy customer to!  This way someone at Delta does not have to deal with a customer while they are irate, but also the customer also has time to write a blog about it.  Even as much time as this took me because of my MS… I still had time to blog about it and still heard nothing from Delta!!  Solving problems quickly should be a customer service goal.

At the beginning of the call, it said the call may be recorded and I hope it was. Better yet, I hope someone from Delta reads the complaint I did send via the website. Few times in my life have I been treated as callously.  Dismissed with no regard. In my complaint I remarked that they could compensate me something for the inconvenience of my bag being delayed 3 days or just to see a copy of Miss Bass’s termination paperwork would also satisfy me!

If this is the new Delta after the merger with NWA, I will surrender my SkyMiles card and even change banks!  It is time for Delta (and other airlines as well) to acknowledge that inconvenience has a price even without a receipt!  Customer service should be given – not asked for!  If Delta does contact me and finds a resolution for this unhappy – now irate customer, I will blog about that also, but to all my readers, let’s not hold our breath for that blog!  In the mean time, I will avoid any business with Delta until they offer some form of apology, but without Miss Bass’s pink slip, flight vouchers or a check, I will not take them seriously!

CUSTOMER SERVICE IS DEAD!

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Categories: Life | Tags: , , , , , , , , , , , , | 2 Comments

Up in the Air and a Few Miles Short! (Seeing My Life In Movies)

Recently I watched the movie “Up in the Air”…. ok actually, I just watched it!  Clooney’s character is striving for the recognition of American Airlines by achieving 10,000,000 air miles.  I understand his quest like few can.  I am a former Marriott Rewards Platinum Elite member.  I know the thrill I had opening the letter from Marriott and seeing that card.  I was always looking at the Sony LCD flat screen tv that could be purchased using the points – but I was always a few points short.  Forget the fact I worked for Sony!  I wanted the miles to buy me something because I felt so alone and had no one to buy me things I wanted.  Actually, there are few people who even knew what I wanted.

In the movie Ryan Bingham (George Clooney’s character) flies around the U.S. firing people.  Ryan is a likeable guy, but he does not seem missed when he is gone and the few that do miss him begin to accept their place in his life – at a distance.  His ambition to meet what most see as a shallow goal is what brings him comfort in the absence of real connections with people.  It is easier for him live “up in the air” and away from actual connections with people who may get close.  The acknowledgement of American Airlines is more important than appreciation of other people.  I so relate!  Except I always connected with Delta.

Most people booked their air travel with Orbiz, Epedia, or even travelzoo.com to get a deal on flights.  I actually went directly to delta.com and searched and searched to find the flight that would meet Sony’s travel & expense guidelines so I could get my SkyMiles.  Many co-workers booked through the company travel group and just took whatever flight they gave them – but I worked at finding a Delta flight.  I then asked the travel group to purchase the ticket for me.  I had flight numbers and times ready along with information showing Delta had a lower price than the Sony “prefered” airlines.  Such dedication for loyalty.  As I looked at the Sony tv in the SkyMiles catalog …. I found I was always a few miles short.

Mr. Bingham had a crap job, but he liked it.  There are few that would have enjoyed my job like I did.  Do you remember Del Griffith, John Candy’s character in the movie “Planes, Trains and Automobiles”?  The guy sold shower curtain rings and traveled constantly… but he LOVED his job and his customers loved him.  His job was a thankless job like mine.  No matter how good a job a did…. no one noticed other than my customers.  I had a a bitch of a boss that did not like me and NO ONE liked her but she has now even been promoted.  Why can’t a company as great as Sony see what useless crap she is!  I helped the company, my customers loved me, but I was held back because she was simply a bitch.  But despite all the reasons for me NOT to like my job I loved it and was good at it.  But when it came to the big money…. I was a few dollars short.

As I mentioned, with Marriott I had achieved the highest honor for Marriott Reward members – Platinum status.  It took staying 75 nights to reach this level of achievement.  I will say that I was staying at the Courtyard by Marriott… not actual J.W. Marriott or Marriott hotels.  Courtyard was great and designed for the business traveler – which I was.  I stayed most often at the downtown Courtyard in Salt Lake City.  The guys and girls at the front counter got to know me quick.  As a Platinum member I would get upgraded to a suite if one was available and often one was available.  A big suite for a lonely traveler filled the void that was missing because of no personal connections.  I received welcome gifts of cookies and bottled water; and yes that little shit meant a lot to me – for some reason!  As I would look in the Marriott Rewards catalog …. I also found I was a few points short.

My Multiple Sclerosis has grounded me from earning my SkyMiles and I stay few nights at a Marriott brand hotel.  But no one has noticed.  I go from being a 5 year Platinum Elite Marriott Rewards member to nothing and no card, letter of gift bag asking where did our loyal customer go?  I book my flights now on travel.com because I know my one or two trips a year will not add up to my seeing status with Delta again.  I still sometimes look longingly at the upgrade board to see if my name may be there – now it never makes the list.   But as with MANY things in my life….I have come up a little short, but I still like my shallow, self-indulgent and even sometimes lonely life.  I am an island…a small crappy one… but the views are great!  To be the big island everyone wants to visit…. my beach comes up a little bit short!

I actually felt I missed my friends when I was traveling and looked forward to seeing them when I returned home.  Now my trip is more permanent, I see I am “out of sight and out of mind”.  I hate that my Multiple Sclerosis robbed me of the life that made me comfortable.  Having lost my status makes me feel lost sometimes!  I still look for and desire that status I once had that no one noticed or cared about but me.  I now also belong to Jet Blue TrueBlue as well as remaining a SkyMiles and Marriott Reward member… but have no status with any of them.  Life for me is like working for Sony but wanting that Sony tv in the catalog …. I am always a few miles short!!  I look sometimes in the mirror and still see my inner Ryan Bingham, but I see I have no status anymore… I NEED to be UP IN THE AIR!!!

Categories: Life, Travel | Tags: , , , , , , , , , , , , , , | 2 Comments

Leaving On a Jet Plane!!

Even though it is my birthday, I sit at the New Orleans airport.  I am excited about getting back to Bogotá, even though it will be 10:30am tomorrow before I get there!  The layover in Miami is 10 hours…. who knows… maybe I will even squeeze in a quick trip to South Beach!! lol  That will not happen, but it is fun to mention as if it would (or could!!LOL)

Let’s see where this blogging takes me!! haha

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