Last week, I was flying ROC-JFK-BOS and JFK was closed due to thunder storms. Worse yet, I was on one of the last flights of the day. There was a pretty good chance I was spending the night in ROC. Everything was getting cancelled, and ultimately my ROC-JFK flight was cancelled.
I had to go back to the ticket counter to find an agent (ROC isn't exactly a fortress hub) and got an agent who said I'd be spending the night in ROC. I just smiled and said "Let's get creative." Long story short, I spent the night in ATL and was on the next flight out the next day.
Here was my letter to Delta.
Better yet, I cleared the standby list for both flights (BOS-ATL, ATL-BOS). Then Delta responded like this.
I didn't need nor want compensation. Weather happens. I just wanted them to get me home, and they did. Yes, I had to spend the night in ATL, but it was better than ROC. And I got in a mini-mileage run. 1700 miles in FC on a $200 ticket. Not too shabby.
BTW, if you ever find yourself stuck in ATL, the airport/convention center Marriott is gorgeous, and I got it on hotels.com on a Saturday night for about $100.
I had to go back to the ticket counter to find an agent (ROC isn't exactly a fortress hub) and got an agent who said I'd be spending the night in ROC. I just smiled and said "Let's get creative." Long story short, I spent the night in ATL and was on the next flight out the next day.
Here was my letter to Delta.
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Please recognize ROC-based gate/ticket agent Justin. When weather shut down JFK and people needing to be rerouted, he brought his A game. He explained the situation, got creative with my rerouting, and he thanked me for laughing through the situation. Gate agents get beaten up during delays, and he handled it with grace and courtesy. It's people like Justin who make Delta a great airline. Mike Hillwig Silver Medallion Boston, MA |
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Thank you for your e-mail. On behalf of Delta Air Lines and our Delta Connection carrier, Pinnacle Airlines, I appreciate your taking the time for sharing feedback regarding the service provided by our employee. We appreciate your kind comments regarding the service received from one of our team members, Justin who was working at the boarding gate. We believe our, first point of contact people, are one of our most important assets and today I am happy to learn he exceeded your expectations with her professionalism and kindness. Please know I will be sharing your comments with our Airport Customer Service leadership team so appropriate recognition is extended, on your behalf. Thank you for sharing your thoughtful remarks. Mr. Hillwig, as a Silver Medallion member, you are an integral part of our customer base and we are always interested in your feedback. Thank you for taking the time to bring this exceptional team member to our attention. We deeply value your continued business and look forward to serving you in the near future. |
BTW, if you ever find yourself stuck in ATL, the airport/convention center Marriott is gorgeous, and I got it on hotels.com on a Saturday night for about $100.