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Point Me to the Miles

Navigating the Path to Great Travel

Be Nice: Delta May Prevent the Rules From Over-Ruling Common Sense

A while back I wrote about Delta’s new TV ad, despite frequent criticism about their loyalty program.  I especially liked the tagline “Predict the unpredictable, anticipate the unexpected, and never let the rules overrule common sense,” because from my experience with them, they do a fantastic job of living up to this creed.  And the other day was no exception.

I had received a mileage award, but felt that Delta hadn’t really honored their side of the deal in exchange for my hard-earned SkyPesos, and what I was getting was screwed.

So I called about an award re-deposit as I felt like Delta was slightly to blame, and the Delta agent simply told me there may be a change fee, before putting me on hold for a minute or two.  She then came back and asked about my credit card.

Now, if push came to shove I would have paid the $150 (as a Gold Medallion–maybe next year I should go for Platinum) in order to get my miles back at a very favorable rate.  But I figured I would at least plead my case and ask for a fee waiver.  I summarized that I wasn’t getting what I thought I would be, and was turned over to a supervisor.  I explained to him my full situation, and despite stating Delta’s award redeposit policy and a little bit of its rationale (being able to sell those seats), he granted a one-time exception.

Why do I share this tale of near-missed ticket changes?  I think the thing that helped most was just being nice and polite.

I’m a firm believer in the old adage that “You catch more flies with honey than you do with vinegar.”  So I was very courteous and polite in explaining the situation and my side, despite the fact that I felt like Delta wasn’t living up to it’s side of the bargain.

I mean if you are a corporation or supervisor, who are you more likely to grant exceptions to:  Customers who are reasonable and polite, or someone who lambasts them with vile words and foul language?  I know some people that fall into the latter category, and it usually doesn’t work in their favor.  And so I think if I had tried a much “harder” approach and yelled and screamed, he wouldn’t have been all that motivated to help me out, let alone even desire to cut me a break or help me out.

So while it never hurts to ask, may you please do so ever politely-

http://fieldofburch.com/2012/03/07/a-tale-of-two-delta-videos/

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3 thoughts on “Be Nice: Delta May Prevent the Rules From Over-Ruling Common Sense

  1. Pingback: It Pays To Be An Elite Member… | Field Of Burch

  2. I think it’s the greatest ad slogan since “JUST DO IT!” I have made it part of my email signature.
    We live in a world that is overwhelmed by “Group Think”… a huge portion of common sense would clear up many, many issues.

    Think about this… Lawyers can’t charge 500 bucks an hour for common sense so, they make stuff up.

  3. Pingback: Delta Goes Above and Beyond For Me | Point Me to the Miles

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