Delta, Elizabeth Meyer and piss poor customer service

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Posted by Jim on Nov 16, 2007 125 views

I stopped flying Delta years ago for several reasons. AmericaWest had better direct flights from Florida to Seattle. And once I flew AmericaWest and saw how quickly I got frequent flyer miles and perks I never went back. Now its USAirways and for my MKE flights, Midwest.

With a lot of 2008 travel to plan for, I started looking again at my options and thought I would recheck Delta. Skymile number in hand I did not have the secret PIN to get in. Clicked on lost PIN, filled out a form, and was told by some made up customer service rep named Jack Dawson. You know, from the movie Titanic. Anyway, Jack tells me the address did not match and I would have to wait up to 5 days for Delta to print out a letter with the PIN and mail it to the address that did not match. Service at the speed of jets — jets with no fuel in their tanks.

I called in, and after one rep, asked for a supervisor. This is when I ran into the example of poor customer service, Elizabeth Meyer. After giving her my home and work address for 13 years, she still could not verify who I was.

Let that sink in for a bit. Because I spent 16 minutes on the phone with her.

And let the costs to Delta of her time, her benefits, her desk, computer, lights and the building for all that time sink in. Just to verify my Delta Skymiles account.

And she could not do it.

So I called the corporate office, asked for the executive offices, got a nice lady who listened to this story, told me the address on my file, and I went back and called customer service. With the exact street address that was on file, they told me what my PIN looked like, and that gave me the clue to type it in.

BINGO - I am in, updated my email address, phone number and physical address.

And of course put this post here as a reminder to all about the piss poor customer service of Elizabeth Meyer. Because when I explained to her how frustrating this was, and that I don’t fly Delta, and am only here to check on rates and see if the flights might work out for me to start flying with them again gave me the best answer anyone can tell a customer — Sir, thats your perogative to go with another airline, you do what works best for you.

Not fix the problem, or help make it work, but let a customer know they are welcome to go elsewhere, That level of customer service explains why Delta has been in the news for years with outstanding levels of financial success. The corporate executives could learn a lot from their financial statements by looking at the work of this one employee.