Comments on: How does delta.com design for the customer? http://blog.delta.com/2007/09/10/how-does-deltacom-design-for-the-customer/ Wed, 08 Feb 2012 06:14:30 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: robert http://blog.delta.com/2007/09/10/how-does-deltacom-design-for-the-customer/comment-page-1/#comment-585 robert Mon, 22 Oct 2007 14:53:49 +0000 http://blog.delta.com/2007/09/10/how-does-deltacom-design-for-the-customer/#comment-585 Hi Laura. As a multi-year medallion member, I'm obviously a fan. However, as part of the rapidly-growing Mac computer user segment, it concerns me that Delta doesn't seem to design for optimal usability on Safari browsers (which is the primary browser for most Mac users, I believe). Example: nonfunctioning drop-downs in the top nav of the main site. On another note (possibly not related to browsers), it's frustrating to book an exit row seat, with "request upgrade" selected, only to have the seat changed/rejected once the order is processed. This happens every time I book. Would it be possible to have an "allow upgrade" option when reserving exit row seats that enables booking engine to accept exit row seat requests even when "request upgrade" has been selected? Hi Laura. As a multi-year medallion member, I’m obviously a fan. However, as part of the rapidly-growing Mac computer user segment, it concerns me that Delta doesn’t seem to design for optimal usability on Safari browsers (which is the primary browser for most Mac users, I believe). Example: nonfunctioning drop-downs in the top nav of the main site.

On another note (possibly not related to browsers), it’s frustrating to book an exit row seat, with “request upgrade” selected, only to have the seat changed/rejected once the order is processed. This happens every time I book. Would it be possible to have an “allow upgrade” option when reserving exit row seats that enables booking engine to accept exit row seat requests even when “request upgrade” has been selected?

]]> By: Laura Hunnicutt http://blog.delta.com/2007/09/10/how-does-deltacom-design-for-the-customer/comment-page-1/#comment-575 Laura Hunnicutt Fri, 19 Oct 2007 19:12:33 +0000 http://blog.delta.com/2007/09/10/how-does-deltacom-design-for-the-customer/#comment-575 We're definitely giving the booking issue our highest attention. Keep the pressure on. And I'm glad to share the good news that the send to calendar feature is in the works and should be out in the next few months. We’re definitely giving the booking issue our highest attention. Keep the pressure on.

And I’m glad to share the good news that the send to calendar feature is in the works and should be out in the next few months.

]]> By: dons http://blog.delta.com/2007/09/10/how-does-deltacom-design-for-the-customer/comment-page-1/#comment-528 dons Sun, 14 Oct 2007 16:10:45 +0000 http://blog.delta.com/2007/09/10/how-does-deltacom-design-for-the-customer/#comment-528 I agree with the comments on reset dates etc...we need that changed...but I have one feature that I would LOVE to see...PLEASE, PLEASE, PLEASE create an iCal entry so I can automatically add my flight info to my calendar like Northwest and others already do.......this would be a BOG help for me...update my calendar which is synched to my phone. Thanks I agree with the comments on reset dates etc…we need that changed…but I have one feature that I would LOVE to see…PLEASE, PLEASE, PLEASE create an iCal entry so I can automatically add my flight info to my calendar like Northwest and others already do…….this would be a BOG help for me…update my calendar which is synched to my phone.

Thanks

]]> By: bramrust http://blog.delta.com/2007/09/10/how-does-deltacom-design-for-the-customer/comment-page-1/#comment-518 bramrust Thu, 11 Oct 2007 16:54:04 +0000 http://blog.delta.com/2007/09/10/how-does-deltacom-design-for-the-customer/#comment-518 Laura, Let me begin by saying that I love flying Delta but there are two things that really bug me. First is the issue that has already been discussed above with the dates resetting and automatically setting a return flight in seven days. This has caused me to book two trips with errors. This really needs to be fixed. Second there needs to be a feature to generate an Outlook Calendar for your flight. I have to manually input all of that info. A lot of other airlines, rental cars and hotels use these features. It would really help. Thanks Rusty Laura,
Let me begin by saying that I love flying Delta but there are two things that really bug me.
First is the issue that has already been discussed above with the dates
resetting and automatically setting a return flight in seven days.
This has caused me to book two trips with errors. This really needs to be fixed.
Second there needs to be a feature to generate an Outlook Calendar for your flight. I have to manually input all of that info. A lot of other airlines, rental cars and hotels use these features. It would really help.

Thanks
Rusty

]]> By: Laura Hunnicutt http://blog.delta.com/2007/09/10/how-does-deltacom-design-for-the-customer/comment-page-1/#comment-512 Laura Hunnicutt Wed, 10 Oct 2007 15:11:49 +0000 http://blog.delta.com/2007/09/10/how-does-deltacom-design-for-the-customer/#comment-512 13 Cameo - I did find out that unfortunately you are not alone in your booking experience. Others have reported the same thing and our tech guys are looking into it. It shouldn't be long before it's fully resolved. 13 Cameo – I did find out that unfortunately you are not alone in your booking experience. Others have reported the same thing and our tech guys are looking into it. It shouldn’t be long before it’s fully resolved.

]]> By: Laura Hunnicutt http://blog.delta.com/2007/09/10/how-does-deltacom-design-for-the-customer/comment-page-1/#comment-494 Laura Hunnicutt Mon, 08 Oct 2007 21:49:01 +0000 http://blog.delta.com/2007/09/10/how-does-deltacom-design-for-the-customer/#comment-494 <p>Hey there,</p> <p>I had to research a few of the items before responding. Here goes....</p> <p>TinFlyer: This is one of the many jobs that get run in the SkyMiles program world. It was evaluated last year but due to cost and timing of other jobs it was decided once again to keep it at the once a week run. While I know it stinks that you can't get the upgrade at least we retroactively give the associated points for your trip. This decision will be re-evaluated, along with all the other program jobs, again next year.</p> <p>Cameo: Just reading your comments exhausted me. I can only imagine what you were feeling. :-) I have our booking maintenance team looking into it and I don't have a response as of yet.</p> <p>Holylife: Saving multi-city trips is a great suggestion...especially for the business traveller. I'll submit a write-up to our project committee. And what do you think about saving your last search?</p> <p>scotl453: Your idea is right up Jacob Morris' alley. Definitely check out his blog to meet him. He's our Product Manager of Emerging Content Technologies. I'll ask him to check it out.</p> <p>Question to you all.<br /> Background: We just completed a usability test on a new capability and we received interesting comments on another unrelated item. I'd like to hear a few more comments.<br /> When you go through the book a flight process and get to the Trip Summary screen (end of Step 2), what are your thoughts around the "Continue with Flights" Button? Does it give you what you need to click there in order to move to the next step without adding other items like hotels, cars, etc.? Any suggestions?</p> Hey there,

I had to research a few of the items before responding. Here goes….

TinFlyer: This is one of the many jobs that get run in the SkyMiles program world. It was evaluated last year but due to cost and timing of other jobs it was decided once again to keep it at the once a week run. While I know it stinks that you can’t get the upgrade at least we retroactively give the associated points for your trip. This decision will be re-evaluated, along with all the other program jobs, again next year.

Cameo: Just reading your comments exhausted me. I can only imagine what you were feeling. :-) I have our booking maintenance team looking into it and I don’t have a response as of yet.

Holylife: Saving multi-city trips is a great suggestion…especially for the business traveller. I’ll submit a write-up to our project committee. And what do you think about saving your last search?

scotl453: Your idea is right up Jacob Morris’ alley. Definitely check out his blog to meet him. He’s our Product Manager of Emerging Content Technologies. I’ll ask him to check it out.

Question to you all.
Background: We just completed a usability test on a new capability and we received interesting comments on another unrelated item. I’d like to hear a few more comments.
When you go through the book a flight process and get to the Trip Summary screen (end of Step 2), what are your thoughts around the “Continue with Flights” Button? Does it give you what you need to click there in order to move to the next step without adding other items like hotels, cars, etc.? Any suggestions?

]]> By: luv2tvl http://blog.delta.com/2007/09/10/how-does-deltacom-design-for-the-customer/comment-page-1/#comment-493 luv2tvl Mon, 08 Oct 2007 21:44:44 +0000 http://blog.delta.com/2007/09/10/how-does-deltacom-design-for-the-customer/#comment-493 Ms. Hunnicut, ref Janky comment on Sept 23 and your reply Sep 24. This problem is really a pain. When I have booked seats, and your schedule time or aircraft or flight number changes, I cannot get a new seat assigned to me on delta.com ( I may have a seat assigned but it now does not show on web site) I have to call someone at Delta to help. Yes it is difficult to fix, but not impossible. Like Janky I do not get an email from you all the time when this happens letting me know that my seat has changed or is now no longer reflected on delta.com. If you sent out an email (to those who have requested it, the problem would most likely be solved. When you change seats that arae already booked, give us any seat, then email us what has happened, then let us go to delta.com, and change our seat if we do not like the new seat you gave us. Changing seats without telling us is so very frustrating especially when you are traveling with other people who you want to sit near. Hope your people can find a fix to this problem. From Luv2tvl Ms. Hunnicut, ref Janky comment on Sept 23 and your reply Sep 24. This problem is really a pain. When I have booked seats, and your schedule time or aircraft or flight number changes, I cannot get a new seat assigned to me on delta.com ( I may have a seat assigned but it now does not show on web site) I have to call someone at Delta to help. Yes it is difficult to fix, but not impossible. Like Janky I do not get an email from you all the time when this happens letting me know that my seat has changed or is now no longer reflected on delta.com. If you sent out an email (to those who have requested it, the problem would most likely be solved. When you change seats that arae already booked, give us any seat, then email us what has happened, then let us go to delta.com, and change our seat if we do not like the new seat you gave us. Changing seats without telling us is so very frustrating especially when you are traveling with other people who you want to sit near. Hope your people can find a fix to this problem. From Luv2tvl

]]> By: scotl453 http://blog.delta.com/2007/09/10/how-does-deltacom-design-for-the-customer/comment-page-1/#comment-488 scotl453 Sun, 07 Oct 2007 23:57:30 +0000 http://blog.delta.com/2007/09/10/how-does-deltacom-design-for-the-customer/#comment-488 Earlier today one of my friends on Facebook sent me a link to an application on facebook showing all the places you have visited... What if delta made its own facebook application? Could be some good advertising/PR for delta with college age people. Earlier today one of my friends on Facebook sent me a link to an application on facebook showing all the places you have visited… What if delta made its own facebook application? Could be some good advertising/PR for delta with college age people.

]]> By: holylife http://blog.delta.com/2007/09/10/how-does-deltacom-design-for-the-customer/comment-page-1/#comment-481 holylife Sat, 06 Oct 2007 12:32:35 +0000 http://blog.delta.com/2007/09/10/how-does-deltacom-design-for-the-customer/#comment-481 I would like to make a suggestion for improvement within delta.com for individual skymiles members profiles. Under the saved trip panel it only gives the option to save frequent round trips. Why not consider adding the option of saving frquent multi-city trips. Some of us would be able to use this option to save time and speed booking. Thanks for making my life easier and being my airline of choice! I would like to make a suggestion for improvement within delta.com for individual skymiles members profiles. Under the saved trip panel it only gives the option to save frequent round trips. Why not consider adding the option of saving frquent multi-city trips. Some of us would be able to use this option to save time and speed booking. Thanks for making my life easier and being my airline of choice!

]]> By: cameo http://blog.delta.com/2007/09/10/how-does-deltacom-design-for-the-customer/comment-page-1/#comment-376 cameo Sat, 29 Sep 2007 09:04:02 +0000 http://blog.delta.com/2007/09/10/how-does-deltacom-design-for-the-customer/#comment-376 Recently I booked two flights on delta.com and ran into some unique (to me) errors. I have been using delta.com since it was delta-air.com, but when I booked these flights this past week, I received a quote for a flight, then when I went to book the flight I was told the fare had just sold out and was kicked back to the start screen. I then tried to rebook the same flights (ironically at the same fare) and was again kicked back. I then exited my browser, reloaded the page, rebooked the same flights at the same fare and was able to book the flight. Why was I unable to book the flights at the fare the first two times? The second flight I booked was a similar story - this time I wised up after the first kick back and reset my browser. Then when I booked the flight, it told me that the fare had changed and was lower than I originally booked - a nice surprise, except after entering billing information, I was told the fare had sold out yet again. Alas, the reboot the same fare change message and I was able to book. I am hoping these are growing pains that are being worked on, but I wanted to bring them to your attention so I won't run into them again in a few weeks when I book my next trip on Delta. Recently I booked two flights on delta.com and ran into some unique (to me) errors. I have been using delta.com since it was delta-air.com, but when I booked these flights this past week, I received a quote for a flight, then when I went to book the flight I was told the fare had just sold out and was kicked back to the start screen. I then tried to rebook the same flights (ironically at the same fare) and was again kicked back. I then exited my browser, reloaded the page, rebooked the same flights at the same fare and was able to book the flight. Why was I unable to book the flights at the fare the first two times? The second flight I booked was a similar story – this time I wised up after the first kick back and reset my browser. Then when I booked the flight, it told me that the fare had changed and was lower than I originally booked – a nice surprise, except after entering billing information, I was told the fare had sold out yet again. Alas, the reboot the same fare change message and I was able to book.
I am hoping these are growing pains that are being worked on, but I wanted to bring them to your attention so I won’t run into them again in a few weeks when I book my next trip on Delta.

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