Comments on: Delta masters the art of cut-and-paste customer service http://www.elliott.org/blog/delta-masters-the-art-of-cut-and-paste-customer-service/ Consumer advocate Christopher Elliott's site. Fri, 10 Feb 2012 05:25:00 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Brooks Hurd http://www.elliott.org/blog/delta-masters-the-art-of-cut-and-paste-customer-service/comment-page-1/#comment-6043 Brooks Hurd Wed, 31 Oct 2007 11:40:25 +0000 http://www.elliott.org/blog/delta-masters-the-art-of-cut-and-paste-customer-service/#comment-6043 Delta never ceases to amaze me. This is not the same DL on which I flew over 1 million miles in the 1990s. In the 1990s, DL was providing very good service and they were profitible. Today, they think this poor excuse is service and they have gone bancrupt. Am I missing something, or is DL missing something? Delta never ceases to amaze me. This is not the same DL on which I flew over 1 million miles in the 1990s.

In the 1990s, DL was providing very good service and they were profitible. Today, they think this poor excuse is service and they have gone bancrupt.

Am I missing something, or is DL missing something?

]]> By: Darryl http://www.elliott.org/blog/delta-masters-the-art-of-cut-and-paste-customer-service/comment-page-1/#comment-6040 Darryl Tue, 30 Oct 2007 20:05:35 +0000 http://www.elliott.org/blog/delta-masters-the-art-of-cut-and-paste-customer-service/#comment-6040 Regarding Delta's press release, it is interesting to note that the only part that actually mentions informing the customer is "Providing customers, upon request, with on-time performance information ...". Whatever happened to keeping the customers on the flights informed, fed, provided drinks, working restrooms, and so on? And while I agree that any flights experiencing long delays should be elevated to senior management, I find it hard to believe that senior management of any airline doesn't know when a bunch of their planes have been sitting on runways for multiple hours... Maybe if it was a policy to allow pilots to directly escalate for a set of significant passenger inconvenience issues.. Also, what exactly does "Complying with policies governing long on-board delays. " mean? That they are going to update their service commitment to say they intend to comply with their own policies? Regarding Delta’s press release, it is interesting to note that the only part that actually mentions informing the customer is “Providing customers, upon request, with on-time performance information …”. Whatever happened to keeping the customers on the flights informed, fed, provided drinks, working restrooms, and so on?

And while I agree that any flights experiencing long delays should be elevated to senior management, I find it hard to believe that senior management of any airline doesn’t know when a bunch of their planes have been sitting on runways for multiple hours… Maybe if it was a policy to allow pilots to directly escalate for a set of significant passenger inconvenience issues..

Also, what exactly does “Complying with policies governing long on-board delays. ” mean? That they are going to update their service commitment to say they intend to comply with their own policies?

]]> By: Joe F. http://www.elliott.org/blog/delta-masters-the-art-of-cut-and-paste-customer-service/comment-page-1/#comment-6031 Joe F. Sat, 27 Oct 2007 16:21:01 +0000 http://www.elliott.org/blog/delta-masters-the-art-of-cut-and-paste-customer-service/#comment-6031 Why answer a customer\'s question when you can just not answer the question enough of time that they just go away? Why make an effort to answer a difficult question that has inconsistent positions in Deltas own website. I would have posed the question differently. I would have asked Delta the following question. At the following link on Delta\'s website: http://www.delta.com/traveling_checkin/inflight_services/connectivity/personal_electronic_devices/index.jsp It states the section entitled \"Devices you cannot use\" that a passenger can NEVER use \"Peripheral devices for computers or games connected by cable.\" Then, in \"Devices you can sometimes use\" it states: \"You can use the following devices while the plane is at the gate with the doors open, after the plane has taken off and reached its cruising altitude and before it begins to descend for landing. * Personal computers * Personal computer peripheral devices\" So, am I correct that personal computer perhiperal devices connected wirelessly are acceptable, but those cable are prohibited? Or, can we use perhiperals connected by cable when permitted by flight attendants? There is an obvious inconsistency between the two sections. Further, please do not claim this is an FAA / TSA or DHS restriction becasue HERE http://www.tsa.gov/travelers/airtravel/prohibited/permitted-prohibited-items.shtm#2 is the link to the items prohibited by TSA and \"Peripheral devices for computers or games connected by cable\" are not prohibited by FAA/TSA or DHS. Thank you in advance for your anticipated answer actually responsive to my question. Why answer a customer\’s question when you can just not answer the question enough of time that they just go away? Why make an effort to answer a difficult question that has inconsistent positions in Deltas own website.

I would have posed the question differently. I would have asked Delta the following question.

At the following link on Delta\’s website:

http://www.delta.com/traveling_checkin/inflight_services/connectivity/personal_electronic_devices/index.jsp

It states the section entitled \”Devices you cannot use\” that a passenger can NEVER use \”Peripheral devices for computers or games connected by cable.\”

Then, in \”Devices you can sometimes use\” it states:

\”You can use the following devices while the plane is at the gate with the doors open, after the plane has taken off and reached its cruising altitude and before it begins to descend for landing.

* Personal computers
* Personal computer peripheral devices\”

So, am I correct that personal computer perhiperal devices connected wirelessly are acceptable, but those cable are prohibited? Or, can we use perhiperals connected by cable when permitted by flight attendants?

There is an obvious inconsistency between the two sections.

Further, please do not claim this is an FAA / TSA or DHS restriction becasue HERE

http://www.tsa.gov/travelers/airtravel/prohibited/permitted-prohibited-items.shtm#2

is the link to the items prohibited by TSA and \”Peripheral devices for computers or games connected by cable\” are not prohibited by FAA/TSA or DHS.

Thank you in advance for your anticipated answer actually responsive to my question.

]]> By: George Smart http://www.elliott.org/blog/delta-masters-the-art-of-cut-and-paste-customer-service/comment-page-1/#comment-6030 George Smart Fri, 26 Oct 2007 13:31:46 +0000 http://www.elliott.org/blog/delta-masters-the-art-of-cut-and-paste-customer-service/#comment-6030 Elliott, Regarding Delta's avoidance of your perpheral inquiries. I find the best way to reach execs is to call their offices at 6pm. Many are still working, but their admins are gone. The phone directory will give you their extensions, which generally ring direct since the admins are gone but the execs have not forwarded to voicemail yet. Suggestion: call the Ops VP. They are generally more talkative than the marketing or customer service people. George Smart www.georgesmart.com/travel Elliott,

Regarding Delta’s avoidance of your perpheral inquiries. I find the best way to reach execs is to call their offices at 6pm. Many are still working, but their admins are gone. The phone directory will give you their extensions, which generally ring direct since the admins are gone but the execs have not forwarded to voicemail yet. Suggestion: call the Ops VP. They are generally more talkative than the marketing or customer service people.

George Smart
http://www.georgesmart.com/travel

]]>