I think we can safely say (most) airlines are lacking in the customer service department. If it were a contest, I’d give Southwest first place but let’s be honest, the competition isn’t very tough. I think as travelers we’ve grown pretty used to mediocre treatment at best and assumed rude and impersonal interactions have become status quo. Josh just sent me the following email he received after been dropped into the middle although he had Gold Medallion status with Delta:
Dear Mr. Josh,
Monday’s are tough, and we’re sorry yours may have been less comfortable when you ended up stuck in the middle seat.
While we strive to give our most loyal customers our best seats, unfortunately that’s not always possible. To thank you for your flexibility and understanding, we’ve credited 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. And we’ll continue to take care of you—from booking to baggage claim and everywhere in between.
So thanks again. Next time, we hope to see you in First.
Josh’s comment: “Though miles aren’t worth what they used to be, it’s a smart move to recognize the opportunities where the customer experience was not optimal and do something about it.”
I agree – 500 miles aren’t very much but recognizing your best customers even if it’s the equivalence of a handshake and an apology trumps the typical experience we’re used to receiving. Keep it up, Delta.