Comments on: Unsung hero: Delta ticket agent goes above and beyond call of duty for troops

By: Ronda

Ronda — Fri, 18 Sep 2009 19:30:19 +0000

gaaaaaaaa! How am i supposed to hate these airlines when they do considerate things like this?! first the burned child, now this… i’m going to have to find something else to complain about :(
Also, for those complaining that these people only got that kind of service becuase they’re part of the military, where is the problem with that?

By: Bill

Bill — Mon, 01 Dec 2008 05:34:28 +0000

Good for the agent doing such a great job. I hope she gets recognized and encouraged for her trouble.

By: Rick Damiani

Rick Damiani — Sat, 22 Nov 2008 04:28:10 +0000

Re: Liz

“While I’m glad that it worked out ok for the troops, why do I doubt that those of us not in uniform would be afforded this type of service?”

A few years back, I was flying American from San Jose to Honolulu for a training event (I was the trainer) and had two cases of notebook computers with me. I got stuck in traffic and arrived at the counter a few minutes before the flight took off. The agent got my bags checked, called the gate, and escorted me through security. The door on the plane nearly hit me in the butt as it closed. Somehow, the boxes even managed to make it onto the plane.

Not a frequent flier on American, not a first-class ticket (cheapest fare I could find for the trip, actually). Some times, you get a good agent and good things happen.

By: Ted

Ted — Sat, 22 Nov 2008 03:03:53 +0000

I would be more likely to attribute this treatment to a particularly caring individual who did what was right despite airline policy and management rather than because of it. I can only hope that her management chooses to recognize her for taking her own initiative to provide excellent service (and some good publicity for a beleaguered industry) rather than punishing her for (probably) bending the strict letter of rules and policies or reducing some productivity metric. Unfortunately, the latter is probably more likely.

By: Customer Service Speaker and Trainer - The Amazing Service Guy - Kevin Stirtz » Customer Service Articles » Some people just know how to serve.

Thu, 20 Nov 2008 20:24:27 +0000

[...] See the details at Chris’ blog here. [...]

By: Jake

Jake — Thu, 20 Nov 2008 00:08:56 +0000

Just goes to show that the airline employees want to do the right thing. If only the same thing could be said of their management…

By: Joe Farrell

Joe Farrell — Wed, 19 Nov 2008 23:17:33 +0000

HOO HAAAAAAH

By: Aaron

Aaron — Wed, 19 Nov 2008 20:09:32 +0000

The real problem here is a network of systems that rely on paper-orders that get xeroxed, faxed, and phone-call-verified.

While I applaud the agent for working with the tools she had, we also have to wonder why the funds couldn’t be electronically billed based on an electronic invoice. Fax machines and phone-calls are just way too slow, too unreliable and error-prone.

By: Jesse

Jesse — Wed, 19 Nov 2008 20:01:30 +0000

I’d like to echo the pessimism that some of us not in cammis would not get those attentions from Counter personnel.

By: Warren

Warren — Wed, 19 Nov 2008 19:27:37 +0000

Can I pay a $10 fee to have a caring ticket agent!? Or must I purchase a first class ticket to get this perk?

Kudos to the caring minority of Delta. Good to hear customer service still exists somewhere!