Comments on: That Feedback [+] Thing…Helpful or Irritating? http://blog.delta.com/2007/11/26/that-feedback-thinghelpful-or-irritating/ Fri, 4 Jul 2008 14:42:42 +0000 http://wordpress.org/?v=2.5.1 By: sportsexec http://blog.delta.com/2007/11/26/that-feedback-thinghelpful-or-irritating/#comment-1093 sportsexec Mon, 24 Dec 2007 01:46:23 +0000 http://blog.delta.com/2007/11/26/that-feedback-thinghelpful-or-irritating/#comment-1093 Input is only useful if you follow common-sense suggestions. 1 easy fix - find a way to display all flights from nearby airports on the same display page. So you don't have to go back and forth to look for flights from LGA, JFK, EWR and MIA, FLL, PBI. Currently your revenue and skymiles booking sections waste inordinate amounts of my time...

Input is only useful if you follow common-sense suggestions.

1 easy fix - find a way to display all flights from nearby airports on the same display page. So you don’t have to go back and forth to look for flights from LGA, JFK, EWR and MIA, FLL, PBI. Currently your revenue and skymiles booking sections waste inordinate amounts of my time…

]]> By: golich17 http://blog.delta.com/2007/11/26/that-feedback-thinghelpful-or-irritating/#comment-1031 golich17 Sat, 15 Dec 2007 02:15:45 +0000 http://blog.delta.com/2007/11/26/that-feedback-thinghelpful-or-irritating/#comment-1031 To tell you the truth, it doesn't even bother me. I usually don't leave my input as to website feedback, unless there is something extremely useless or annoying on a page, or if I have site troubles. Other than that, it's barely noticeable. To tell you the truth, it doesn’t even bother me. I usually don’t leave my input as to website feedback, unless there is something extremely useless or annoying on a page, or if I have site troubles. Other than that, it’s barely noticeable.

]]> By: vlsrn http://blog.delta.com/2007/11/26/that-feedback-thinghelpful-or-irritating/#comment-991 vlsrn Wed, 12 Dec 2007 14:48:21 +0000 http://blog.delta.com/2007/11/26/that-feedback-thinghelpful-or-irritating/#comment-991 I've suggested on multiple occasions to Delta agents to place a check in kiosk in the north terminal at Hartsfield due to the fact that many frequent fliers park there. I'm assigned Gold Parker on the north terminal and when I'm unable to check in online in advance of coming to the airport, I would appreciate not having to traverse the entire airport around the security area to the south terminal to find a kiosk when I have no luggage to check. There are multiple kiosks in several of the concourses that are probably rarely used, so why not place one of them on the north side? Delta does that at Reagan Airport with a kiosk just outside the security area and I find it extremely convenient since I never check a bag and I'm able to avoid the crowd at the ticket counters. Why is it that the suggestion never makes it to anyone with some power to make it happen? I’ve suggested on multiple occasions to Delta agents to place a check in kiosk in the north terminal at Hartsfield due to the fact that many frequent fliers park there. I’m assigned Gold Parker on the north terminal and when I’m unable to check in online in advance of coming to the airport, I would appreciate not having to traverse the entire airport around the security area to the south terminal to find a kiosk when I have no luggage to check. There are multiple kiosks in several of the concourses that are probably rarely used, so why not place one of them on the north side? Delta does that at Reagan Airport with a kiosk just outside the security area and I find it extremely convenient since I never check a bag and I’m able to avoid the crowd at the ticket counters.
Why is it that the suggestion never makes it to anyone with some power to make it happen?

]]> By: Wellgo http://blog.delta.com/2007/11/26/that-feedback-thinghelpful-or-irritating/#comment-943 Wellgo Fri, 07 Dec 2007 01:25:23 +0000 http://blog.delta.com/2007/11/26/that-feedback-thinghelpful-or-irritating/#comment-943 I would love to get my boarding passes printed prior to coming to the airport but will not have access to a computer/printer within the 24 hours allowance. Perhaps Delta might reconsider and expand this to perhaps 7 days. Many people travel and stay at a hotel prior to departure and do not have access to a computer. You recommend people to print off their boarding passes before coming to the airport but you're making it difficult if not impossible for a lot of your clients. I would love to get my boarding passes printed prior to coming to the airport but will not have access to a computer/printer within the 24 hours allowance. Perhaps Delta might reconsider and expand this to perhaps 7 days. Many people travel and stay at a hotel prior to departure and do not have access to a computer. You recommend people to print off their boarding passes before coming to the airport but you’re making it difficult if not impossible for a lot of your clients.

]]> By: NickBjr http://blog.delta.com/2007/11/26/that-feedback-thinghelpful-or-irritating/#comment-879 NickBjr Thu, 29 Nov 2007 19:31:27 +0000 http://blog.delta.com/2007/11/26/that-feedback-thinghelpful-or-irritating/#comment-879 To add to josephone's comment - It is us, your very frequent and, dare i say, loyal clients. We're giving you the honest and open feedback DL needs. Adding to Delta319 - they didn't skip the geography lessons! It was cut with the "No Child Left Behind Act." the adminstration felt by cutting geography no child would travel, would never get lost and thereby never left behind! LOL To add to josephone’s comment - It is us, your very frequent and, dare i say, loyal clients. We’re giving you the honest and open feedback DL needs.

Adding to Delta319 - they didn’t skip the geography lessons! It was cut with the “No Child Left Behind Act.” the adminstration felt by cutting geography no child would travel, would never get lost and thereby never left behind! LOL

]]> By: southerndoc http://blog.delta.com/2007/11/26/that-feedback-thinghelpful-or-irritating/#comment-873 southerndoc Thu, 29 Nov 2007 04:27:29 +0000 http://blog.delta.com/2007/11/26/that-feedback-thinghelpful-or-irritating/#comment-873 I'm still waiting for the dropdown menus to be fixed for Safari/Mac users. I've reported this since Delta changed its livery and it's yet to be fixed. I’m still waiting for the dropdown menus to be fixed for Safari/Mac users. I’ve reported this since Delta changed its livery and it’s yet to be fixed.

]]> By: Delta319 http://blog.delta.com/2007/11/26/that-feedback-thinghelpful-or-irritating/#comment-871 Delta319 Wed, 28 Nov 2007 23:04:36 +0000 http://blog.delta.com/2007/11/26/that-feedback-thinghelpful-or-irritating/#comment-871 The feedback symbol is not at all irritating, sometimes I dont even notice it. One problem I have with Delta's website is that many of the countries that Delta flies to are still spelt wrong. Wouldnt the United States Of America get angry if its name was spelt wrong ? :p So here's some help Delta ! Its Antigua and Barbuda not "Antigua Barbuda." They are the same country but are different islands. Its Trinidad and Tobago not " Trinidad Tobago." They are the same country but are different islands. Its Netherlands Antilles not " Netherland Antilles" You're still my first choice Delta ! But, it looks like you've skipped out on your Geography classes ! :) The feedback symbol is not at all irritating, sometimes I dont even notice it. One problem I have with Delta’s website is that many of the countries that Delta flies to are still spelt wrong.

Wouldnt the United States Of America get angry if its name was spelt wrong ? :p

So here’s some help Delta !

Its Antigua and Barbuda not “Antigua Barbuda.” They are the same country but are different islands.

Its Trinidad and Tobago not ” Trinidad Tobago.” They are the same country but are different islands.

Its Netherlands Antilles not ” Netherland Antilles”

You’re still my first choice Delta ! But, it looks like you’ve skipped out on your Geography classes ! :)

]]> By: josephone http://blog.delta.com/2007/11/26/that-feedback-thinghelpful-or-irritating/#comment-866 josephone Wed, 28 Nov 2007 17:34:14 +0000 http://blog.delta.com/2007/11/26/that-feedback-thinghelpful-or-irritating/#comment-866 Hi thanks for the quick reply. Maybe I have more trouble than others, but I certainly agree that using international websites is really tough. Let's remember that lots of us are Platinum members and fight with the website on a regular basis. We expect quality and we don't expect to have to keep calling someone 'live'. We are usually good web users and can adapt quickly. Maybe i'm just have a mind fog about this. Sometimes we all get a mindset that it won't work and it doesn't. I'll open my mind. How about making this blog come to our email addresses. Cruise critic does that and it is very convenient. Thanks for the blog!!! Hi

thanks for the quick reply. Maybe I have more trouble than others, but I certainly agree that using international websites is really tough.

Let’s remember that lots of us are Platinum members and fight with the website on a regular basis. We expect quality and we don’t expect to have to keep calling someone ‘live’. We are usually good web users and can adapt quickly. Maybe i’m just have a mind fog about this. Sometimes we all get a mindset that it won’t work and it doesn’t. I’ll open my mind.

How about making this blog come to our email addresses.
Cruise critic does that and it is very convenient.

Thanks for the blog!!!

]]> By: Laura Hunnicutt http://blog.delta.com/2007/11/26/that-feedback-thinghelpful-or-irritating/#comment-865 Laura Hunnicutt Wed, 28 Nov 2007 16:56:08 +0000 http://blog.delta.com/2007/11/26/that-feedback-thinghelpful-or-irritating/#comment-865 I'm happy to open the kimono so to speak on the responsiveness to the comments submitted (e.g., typos) because it can drive me nuts too. It's amazing how many comments we get a day/month. And it's a manual process to go through each one. So we reserve time every 1-2 months to read them all and then distribute the actionable items to the various maintenance teams (okay there are only 2). But then the items get prioritized within all the other requests coming from other sources. Those other sources do include the Email Us form that does have a website comment feature. But we know that folks usually won't go through the effort to fill out that form for things like spelling errors or a policy paragraph not making sense when those are big irritants to your experience. We have maintenance lists that stay at around 100+ items of various sizes all the time. To be good business folk we have to figure out what the right investment is for certain level of quality. Unfortunately quality is really expensive! We just have to find the right line. For the compare flights interface, I agree with you too. Kayak has a great design. We actually worked through a prototype of their type of search behavior. But we were surprised that while we got customer feedback "hey, this is cool!" we found it consistently took them longer to mentally process. But we'll keep revisiting it. I’m happy to open the kimono so to speak on the responsiveness to the comments submitted (e.g., typos) because it can drive me nuts too.

It’s amazing how many comments we get a day/month. And it’s a manual process to go through each one. So we reserve time every 1-2 months to read them all and then distribute the actionable items to the various maintenance teams (okay there are only 2). But then the items get prioritized within all the other requests coming from other sources.

Those other sources do include the Email Us form that does have a website comment feature. But we know that folks usually won’t go through the effort to fill out that form for things like spelling errors or a policy paragraph not making sense when those are big irritants to your experience.

We have maintenance lists that stay at around 100+ items of various sizes all the time. To be good business folk we have to figure out what the right investment is for certain level of quality. Unfortunately quality is really expensive! We just have to find the right line.

For the compare flights interface, I agree with you too. Kayak has a great design. We actually worked through a prototype of their type of search behavior. But we were surprised that while we got customer feedback “hey, this is cool!” we found it consistently took them longer to mentally process. But we’ll keep revisiting it.

]]> By: skydive23 http://blog.delta.com/2007/11/26/that-feedback-thinghelpful-or-irritating/#comment-855 skydive23 Wed, 28 Nov 2007 05:27:39 +0000 http://blog.delta.com/2007/11/26/that-feedback-thinghelpful-or-irritating/#comment-855 1. Keep it. It doesn't get in the way- 2. I believe I used it once a long time ago, but had since forgotten it was there. 3. Why not have a long thing yellow arrow point to it once- across the entire page- a friendly reminder that it's there and that you're listening! then bloop it's gone. 4. It's not annoying. 5. Kayak does have a great interface for comparing flights on different carriers, and a few javascript helpers that Delta doesn't have- But I would upgrade the previous "Miserable" comment. It handles many features a lot better than other airlines. 6. All someone has to do for a quick REALITY CHECK is to view a website from an international carrier... TAP, Turkish, even BA or Virgin and Delta's edge begins to resharpen. 1. Keep it. It doesn’t get in the way-
2. I believe I used it once a long time ago, but had since forgotten it was there.
3. Why not have a long thing yellow arrow point to it once- across the entire page- a friendly reminder that it’s there and that you’re listening! then bloop it’s gone.
4. It’s not annoying.
5. Kayak does have a great interface for comparing flights on different carriers, and a few javascript helpers that Delta doesn’t have- But I would upgrade the previous “Miserable” comment. It handles many features a lot better than other airlines.
6. All someone has to do for a quick REALITY CHECK is to view a website from an international carrier… TAP, Turkish, even BA or Virgin and Delta’s edge begins to resharpen.

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