Here’s one I’d like an answer to: Why can’t we order replacement Medallion luggage tags when our current ones are lost/broken/eaten in transit? I’m Platinum, meaning that my tags have more miles than most in which to get chewed up. And yet it’s impossible to get replacements (at least until your renewal set comes the following year). I’m willing to pay something sensible, in fact, for replacements. Any idea why this is such a definitive “no” when we ask about it?

Thanks, and thanks for the bloggery, it’s pretty not bad.

I was wondering why it is so hard to locate code share flights on delta.com. as an example there are some options for code share from IAH to LAX but i can only book those through a reservation agent. Is there a reason for this? i believe that we should be shown all available options when it comes to available flights.

rortizpuig

I would also disagree with royal-jet-service about fixing typos. As a commenter, I want to know that my comments are getting through unedited. Even though fixing typos isn’t a big thing, it makes me wonder what else you’ve changed. Just approve or disapprove as they come in and leave it at that.

So, perhaps, where you see a consistent problem popping up, you may wish to post one as representative of the challenge — along Dl’s response or POV. That gives us a broader sense of what is going on, and either how DL is taking steps to change, or why the problem is one that we may have to accept being around for a while.

Oh, and as someone who is a lousy typist, fixing egregious typos would probably be a plus for everyone

Okay, so here’s the scoop. Right now, we’ve been publishing most of the comments that have been both positive and negative (and even the not-so-friendly and non-constructive negatives too).

However, there are some comments that have not been published, and let me share with you the themes were seeing with those… they’re fitting into two groups…

1) Obscene or profane
2) Highly-detailed, frustrated travel rants that are not related to the blog article or the dialogue therein

And based on what I’m reading from you guys, for the most part, these comments would not be appropriate or relevant…and I agree.

If someone has experienced a specific service failure that we need to make right, then the appropriate channels need to be worked through.

We are about to integrate the blog in the next coming weeks on the homepage of delta.com, so traffic and participation is going to pick up…

I’m careful not to saturate the blog experience with irrelevant personal issues because it would quickly clutter the meaningful and constructive dialogue…and if I’m hearing you correctly, I think that’s what you guys want right?

I feel like we’re koom-bi-ya-ing. Let’s sit in a harmony circle!

Jacob Morris
Product Manager
delta.com & self-service

I concur with Odd Lot that all comments should be allowed with profanity cut out.

On a separate note I want to recognize MCO based Flight Attendants on DL 989 from ATL – PHX today, 12 June 2007. From boarding the flight until after our arrival in PHX [Employee Names] provided your customers with exceptional and gracious customer service. Albert, Kimberly and Quynn were greeting the boarding passengers and, sitting in seat 18D, I was able to observe that their attitude remained as warm and congenial from when I boarded throughout the flight. When the APU went down they quickly took advantage of the situation by provided the safety briefing verbally and pointing out what the emergency lights look like in an emergency. They kept us informed when the entertainment system went down and later when the satellite system wasn’t functioning properly. Their interaction with your customers was professional yet humorous and helped make the long flight much more enjoyable. [Employee Names] demonstrated an honest caring for your customers and the well being of Delta Air Lines on this flight. They have set a very high standard of customer service for their peers to emulate.

I am mentioning this here as I sent an email and letter to Delta about the GREAT service provided by these four individuals and have not heard back from Delta. I realize it takes time to respond but I find three months with no reply or acknowledgement to be excessive.

On a side note…Jacob is HOT!! More pictures please!!

Remember that even positive comments have to be relevant. Otherwise people think employees are posting to puff up the company’s reputation.

It’s certainly a tough decision. The more you moderate comments, the more unlikely you are to get them. Remember that it’s important to approve comments quickly. A long lag time makes people not want to write again.

On my blog, I tend to approve anything that isn’t obvious spam, but that’s very different than what I’d do on a corporate blog. Airlines are lightning rods for complaints, so any opportunity you give people to yell at you, they’ll take. This isn’t the right place for that. Make it clear to them by putting a link to your Email page before people submit a comment.