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-