Here's a small part of my recent customer service nightmare with Delta. I guess this means that they really don't need our business... and maybe some of them should be working somewhere else if they can't handle the being in public service.
Also, anyone care to comment on what the "5special" "2/10 would bang." replies refers to? I'm curious to find out if anyone can confirm whether or not they are veiled threats...
I've followed your posts all the way from Pinterest, to Facebook to your blog... I have to ask, what exactly happened and what did you say/do? The fact that this woman has jumped off the deep end is outrageous. I'm reading Likeable Media's book on social media for business use and just covered a chapter discussing how to address negative comments on your business page ... this should be like number one example of what NOT to do when confronted with a negative comment towards your company. Sure enough, I won't be looking into Delta and I posted on my Facebook page for my friends & family not to book with Delta.
ReplyDeleteThanks for your comment. I posted the message above on my Facebook business page as a result of having to cancel my travel plans partially due to a delayed, and then canceled flight. The other reason I posted the message above is because after speaking with four different people from Delta, two in person and two over the phone, while stranded at the airport, no one was able to help me. I will be speaking more about that in my review. However, what has come to light through this experience, and the point that I am trying to make and relay to people, is just how little Delta (and maybe other airlines, too... we'll find out through future travels) cares about individual people and how low their customer service standards have become. If no one voices their opinion and stands up for themselves when they are treated badly, these large companies will continue to lower the bar and industry standards until "customer service" is unrecognizable. So, maybe if we get enough people posting their stories here we can get Delta's attention... until then #dontflydelta !!!
ReplyDeleteYeah completely agree. I normally fly United or SouthWest (whenever I do fly, it's been awhile haha) but I've never had issues like this before. And more importantly I've never gotten a backlash over posting something (that wasn't super negative) about a company I had a bad experience with. Unfortunately most large companies ignore negative comments on their social media pages instead of stepping up and trying to resolve the issue (and hopefully not losing business), ignoring me normally just pisses me off. The fact that this particular employee took it upon themselves to flip out on you over posting that you had a bad experience makes me wonder what she actually does there, and why Delta hasn't taken action in this situation. I'd be appalled if my employee responded in a way that made my company look worse than the costumer already thinks. But who knows, perhaps this will turn out to be like "United Breaks Guitar," and Delta will start looking at their costumer service policies.
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