On Saturday, December 14, four other agents from the WorldPerks Service Center in Chisholm, MN and I attended an Elite Services employee recognition event sponsored by the FlyerTalk community.

Upon arrival, we were greeted by approximately a dozen “FlyerTalkers” who were there to convey their appreciation to all the agents who take their calls on a daily basis. Time and time again I heard them saying thank you for being efficient, friendly, knowledgeable and helpful. To be honest, they couldn’t say enough about the quality service they consistently receive. Some said, “You don’t know how much I depend on my agents”, or “When I have a problem I know where I can call for help.” One man told me how he flies approximately 30 weeks per year and how much he appreciates knowing that we are there when he needs us.

When I reflected on a typical day, I thought about things we all do as agents over and over again—changing reservations or making new ones, assigning seats, checking upgrade space, etc. It is so easy for those duties to seem ordinary, but to our most frequent fliers these things are much more than ordinary. They are things that are part of their daily lives; part of what they do so often – travel. They place a high priority on these things, which is why they value and depend on excellent customer service.

I was struck by how genuinely grateful our members were as they mingled around the room, thanking all of us. It reminded me that what we do (and how we do it) makes a very big difference to them. The message I took away from this event was very clear: our customers are so thankful for the quality service they receive. They depend on us for our assistance and they are looking forward to this same level of service as we integrate our reservations departments at Delta. You can see more pictures from the event here at our Official Flickr photostream.

Thank you all!

Dianne Richards
IRC Reservations Agent

There are a number of fare watching tools available online that push customized fares directly to you based on parameters you create.

From what I’ve seen so far, you typically have three ways you can receive this information: RSS feed, email notification, or a desktop widget you have to download.

I’ve read a few articles online about the various tools in the market today and their pros and cons.

Over the next few weeks I’m going to be pulling together some high-level requirements and would love to get some feedback. How do you fare watch? What types of parameters should trigger a notification to you? Special requests, features, wish I could, etc. ?

In the meantime, here’s a little poll I put together:

I’ll be sure to keep you posted on any new developments.

Jacob
Product Manager
delta.com & self-service

Everyone loves New York. I just got to visit twice in the last two weeks, and I fall in love with that city more each time. And Delta is no different. Delta [hearts] NYC too.

With so much new service through JFK and LGA airports these days, we decided to build a page on delta.com just for all things out of New York. Check out all New York flights – current airfare deals out of LGA and JFK and last minute weekend deals on the page. Or subscribe to our RSS feed on the page, and get airfare deals delivered straight to your favorite page.

You’ll also find top, nonstop destinations out of New York, airport maps, special NY events, premium check-in benefits, and our favorite lounge Crown Room Club locations.

My big question – to make this a great & useful page for all you New Yorkers – what’s the best or most useful part of the page for you now? What would you want to see on the page? Let us know.

Jen
Interactive Marketing