When Delta dozes (and Wessel doesn’t)

Delta sent Wessel and me information via email (they called him also, but not me!) about a change in our flight schedules from Durham, NC, to Oslo, Norway next month.

“We have bolded the affected flights,” it read. Only one flight was in bold, from Atlanta to Newark, and it was only a 10-minute change. We’d booked this trip months in advance, and these kind of changes are quite typical. No biggie. I noted it and went back to work.

Unfortunately, Delta and yours truly were dozing on the job, but wide-eyed Wessel caught another, much bigger change that was not highlighted but should have been.

On the final leg of our journey home in late June, instead of our original flight leaving at 4:50 p.m. from Cincinnati to Durham it was now scheduled to depart at 3 p.m. And guess what time we were arriving into Cincinnati from Paris? At 3 p.m. Argh….

I called Delta for the low-down. Turned out the 4:50 p.m. flight had been scrubbed.

The representative, who then put us on a later flight, was not the least bit apologetic.

Me: “How did this happen?”

Delta: “The automated system put you on it.”

Me: “Well it doesn’t have very good software, then. Isn’t a human being ever involved?”

Delta: “Yes, they manually put it in a queue for review.”

Me: “So the reviewer dropped the ball?”

Delta: “Yes, I guess.”

Me: “And why wasn’t that big change highlighted on our email?”

Delta: “It was just an oversight.”

Me: “A pretty big one, I’d say.”

Delta: (nada)

So …. I guess I should have just come out and said: Can you please just apologize so I’ll feel better? But I didn’t, and she didn’t, and I just don’t get that.

The flip side to that is when I called Verizon or maybe it was American Express recently about a minor issue and they apologized so many times that I finally said, “please stop apologizing, it’s OK.” Of course their response came out of Customer Service Interaction No. 5.247 on page 184 of the manual.

Note to Big Business: We consumers don’t need a string of rehearsed apologies; we just need one or two that are heartfelt.

Meanwhile, I have a message in to Air France media relations about some of their disappointing customer-service policies. More on that coming up.

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One Response to “When Delta dozes (and Wessel doesn’t)”

  1. Marianne Page Says:

    United made a change in my flight itinerary, and did not apologize either. I paid a much higher fee to fly into Kalispell at noon, and out at noon, than arriving and leaving at undesirable times. Due to scrapping the Saturday morning flight out of Manchester, I now have to fly on Friday, pay overnight at and Taxi to Glacier N. Park charges! No customer service anymore. You lose out no matter what.

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