As a PM, I have not figured out their domestic upgrade policy. They are supposed to upgrade PM’s 5 days in advance. But, it does not happen all the time. For example, I am scheduled to fly JFK to San Diego on Oct 13 (today is Oct 10) and they still have not upgraded me. I have checked and there are 12 empty first class seats out a total of 26 seats.

Does anyone know the real upgrade policy?

Why is it that Delta makes such a big effort to plug having em power jacks, when it almost never works on the planes. I make a special effort to schedule them and only about 10% have working jacks. It used to be about 50%. It hardly makes me feel good about buying a $100 adapter when I can’t use it. When I ask abotu them, most flight attendants just look at me dumbly. They don’t even know what they are.

Things are a better on Song planes — if you get first class. On the Song flight from DCA to SLC you can be PM and end up #15 on the wait list even after the oversized 26 seat first class section is full.

Enough complaining. The flight attendants work hard. I’m generally happy.

I am trying to fly from San Diego to Cairo and then back via Kiev and it has been impossible. I can do it like a breeze on NWA.

I like flying Delta, but I wish their online reservation was like NWA or AA.

I have been PM for the last 7 years, next year and MM. While in principal I agree with you, I think we need to remember that the revenue coming from these agreements has helped keep this airline flying(others too). I would wager a bet that Amex is really DL’s number one customer. As for me…..I believe we have more advantages/perks because of the deal than we would have without it……

Website:

1. Give us a check box to select DELTA ONLY flights. As an elite traveler hoping for upgrades, I don’t want to input flight routes only to get Partner airline flights ineligible for elite upgrades. We also don’t want to have to input via the “select by schedule” method where you have to plug in each leg in order to avoid partner airlines.
2. When you advertise “internet fares or sale fares” give us the chance to see any and all of the days and flights that meet that fare basis over the time period you are offering the discounted fares. If we see available flights, we will be more inclined to immediately book a flight. Typically, your customers have to search and search, and more often than not, can NEVER find the right combination of days that fit the “offer”.
3. Upgrades: show us every Skysaver opportunity for the entire 335+/- future days so we can pick a Skysaver available time and immediately book a trip. Presently, it’s a guessing game or a time consuming search by your customers and your agents to go through all 335 +/- days to find an available Skysaver ticket. Many customers are flexible in their travel choices and just need the visual to “pick a date”.
4. Take a look at Alaska’s website. The ability to pick and choose every flight and fare basis, leg by leg and price by price, allows for great customer freedom of choice.
5. Include Skysaver award seats (coach and first class) you would benefit from promoting in your weekly emails. Typically, it’s too hard to “search” for seats. If you broadcast available seats or markets for SKYSAVER, you would undoubtedly start to alleviate the burden of your miles/flights payable and a lot of seats at the last minute might be utilized.
6. Include first class/business special fares to your last minute web specials offerings. Many customers have the luxury of flying on the spur of the moment, but they are only motivated by the luxury discount seat. Market these through your web specials or directly to your “targeted” customers and you might be more successful in selling instead of giving away the front cabin seats.
7. During the online booking process, allow for changes on each web page -if the customer wants to change any detail of the travel, don’t make the customer “start all over”.

Other Miscellaneous Comments:

1. Re-structure your so called “same day” flight change. Your program name is false and misleading. It ISN’T a same day opportunity when you require the flight change to be made no more than three hours before the “new” DEPARTURE time. It’s really a “three hour flight change” offering. For example, it’s impossible for someone to change their reservation if they want to leave on a 12:15 am flight instead of a 6:00 am flight on the same day. A customer can’t change their flight because they don’t have three hours of the “same day” to reschedule prior to their new preferred flight departure. In reality, the current program only benefits the customer trying to fly earlier than their scheduled departure flight during the Peak flying hours of the day. If a customer is trying to fly later than their scheduled flight, they must miss their flight and then run the risk that when their three hour window arrives in the “same day flight guarantee”, they’ll get a seat on a later flight. Delta should return to the original “24 hours” change for a fee (or complimentary for Platinums).
2. Refrain from hiring employees who don’t speak clear and legible English. Most of us typically hang up and call back if we get someone we cannot understand - a waste of everyone’s time and a reflection on your business.
3. If you must fly commuter jets (and it’s understandable in many routes), then bring on a lot more CRJ 900’s … they are awesome and a great way to appease elite travelers who remain loyal for the perk of 1st class.
4. Create an advisory board consisting of a wide variety of your customers - not just the “super, super elite”. Don’t just hand pick them. Ask for volunteers and put together a broad selection of customers who can bring a fresh, and perhaps “out of the box” perspective to your business.
5. Offer computer plug ins (for battery life) on all planes.
6. Bring back some of the benefits of being Platinum - i.e. Crown Room!
7. Bring back Elite/First Class check in lines. It’s the personal service and smiles we all respond to.
8. All other club rooms have complimentary wireless - it’s time Delta offers it, too.
9. Continue to listen, tweak and show that Delta really does Care.

Things I appreciate:

1. Employee “star” handouts are great. Keep them coming. I love to give them out to deserving employees.
2. Signature Cocktails
3. Food
4. In-flight Entertainment
6. The alliance with NWA & Alaska
7. Crown Room food, beverage, technology and decor enhancements
8. Outstanding Crown Room Personnel

As I understand it, Delta personnel is reviewing this blog. With good faith I submit these items. I trust Delta will distribute them appropriately to the respective departments and personnel.

I am always available by phone or email for further communication.

Here is a bit of what they say, “Delta……., is demonstrating pieces of the possible future of the nation’s air traffic system” Seems they are utilizing new technology to help speed up departures.

SAM

Delta’s pricing is really confusing. Recently, I booked a trip for BDL-CHA. Traveling from BDL-ATL was $1100 without a Saturday night stay and $500 with a Saturday night stay. BDL-CHA was $460. The unbelievable part is that I must connect through ATL on the same flights I would have taken with direct flights to and from ATL. Delta would have made a higher profit if I flew BDL-ATL for $460 without the need to now fly me to CHA.

Finally, as a member of the Crown Room Club, I am disappointed to see that Delta does not require free WiFi access to laptop users. T-Mobile’s access is expensive, and for the amount of money paid to be a member of the CRC, it would be a great benefit to see free WiFi access offered to CRC members.

As always, thanks for listening to your customers. I think this is what sets Delta apart from other airlines.