Tales abound of passengers, and sometimes employees, misbehaving on flights. The media even publishes an annual survey of the year’s worst travel moments. What you will rarely read, however, is how an airline employee or fellow traveler went above and beyond to help out someone in need. Part 2 of our Stories from the Front Line is below. Hope you enjoy!
A Delta agent in the Atlanta airport observed a passenger who was in obvious distress while waiting to talk to Delta customer service. The passenger showed the agent a letter from the U.S. Defense Department, indicating that his son had been killed in action in Iraq. The customer was trying to fly to San Juan on a standby ticket for the funeral, but flights for the remainder of the day were heavily booked. Escorting the passenger to the nearest Crown Room Club, the agent went to work on trying to get him to San Juan in time for the funeral. The passenger had no credit card and limited cash and could not afford to buy a full fare ticket to guarantee his arrival in time for the services. The agent used the value of his ticket towards one that would provide a confirmed seat, and paid the remaining difference out of his pocket.
Nancy
Senior Analyst
Customer Care
May 5th, 2008 at 2:35 pm
So, was the agent reimbursed by Delta?
May 6th, 2008 at 3:58 pm
That only goes to show how much you are willing to go the extra mile to make us happy and do the right thing, well done! The difference when you fly DL is that you don’t get treated like a passenger, but you get treated like a friend… I’ve never been in a Delta plane that hasn’t felt like my home away from home, and that’s why I only fly you guys!
May 6th, 2008 at 5:40 pm
It’s the people like this agent that make Detla the great airline that it is and truly define Delta Air Lines.
As a passenger, these kinds of things have a great impact on who I decide to fly with. When there is an airline that gives priority to its passengers, you know that is an airline that you can count on. When there’s an airline that you know has your back, that’s who you want to fly with.
My condolences to the passenger, and highest complements to the agent from the story.
May 7th, 2008 at 1:16 pm
Mark: to my knowledge, the agent never asked to be reimbursed. He did this out of the kindness of his heart.
Vinycard & Jayo Z: most Delta employees have a passion for delivering great customer service. They know that you could just as easily fly on someone else. Thanks for your comments, and thanks for choosing Delta!
May 11th, 2008 at 2:11 pm
This is why I love Delta!
DL employee’s always go out of their way to help passengers! A few years ago I accidentaly left a photo on the plane, and the f/a came and found me and gave it to me while I was about to leave the airport!