This is to illustrate the importance of customer service.
I will reproduce the entire post here. You can read the original at Andy Azula site
Dear Delta:
I am a frequent-flyer with Platinum status on Delta. And one of your biggest fans.
I’m also the guy in those UPS Whiteboard commercials on TV. And I’m not just the actor. I’m also am the creative director at the ad agency who creates the advertising for UPS.
On June 18th I flew Delta for the last time. As of now, I cannot imagine ever stepping foot on another Delta airplane.
Because on June 18th, things went wrong. Very, very wrong.
On that morning, my wife and two children (7 year old twins), got up at 4 am in order to catch the first flight from our home in Richmond, VA to Atlanta. It was a business trip mixed in with a family vacation. You see, my parents live in Atlanta and my children hadn’t seen their grandparents for quite some time. As you can imagine, we were all very excited.
Since most airlines began charging passenger for their luggage, many of us have become experts in packing every thing we need in our carry-on bags.
I’ve seen people with obviously over-packed carry on luggage trying to push them in to the overhead compartments, only to discover that no matter how hard they push, the bag won’t fit in it.
Perhaps this last resource to avoid paying for the luggage fees will soon come to an end.
There is a bill in congress that will put limitation on the type and size of carry on luggage. It is called the ‘Securing Cabin Baggage Act’ (H.R 2870) and it was introduced early this year by Rep. Daniel Lipinski (D) of Illinois
Among other things, this bill stipulates that ” each passenger may bring only one carry-on bag and one personal item.
The dimensions of each, when loaded, shall not exceed 56 centimeters in length by 45 centimeters in height by 25 centimeters in width (rounded to 22 inches by 18 inches (17.75) by 10 inches (9.85)).
The only exception to the rule will be a child safety seat for a child passenger; assistive devices for disabled passengers, including wheelchairs, canes, and crutches; and musical instruments.
As you can imagine, the airlines are very happy with this bill. If it passes, the bill will give them the tool to prohibit passenger from carrying any luggage that doesn’t fall within the size or shape permitted, thus forcing them to check them in and paying the fee.
I would like to ask Rep. Lipnski how this bill will improve our security. Perhaps I will send him an email and ask him this question. You should too, and you can contact him here
When Dave Carroll saw United Airlines ground crew tossing his guitar into the luggage compartment of the airplane, he knew his $3,5000 custom-made guitar would be damaged for ever. And he was right.
Carrol tried to get UA to pay for his guitar, but got nowhere with customer service, so he did the only thing any creative artist would do: he wrote a song about his experience and uploaded it to Youtube. The song has become an instant hit, with more than 1/2 million views and several thousands comments.
Finally Carroll and his band Sons of Maxwell got UA attention. A spoke person of the airline, said that “the song has struck a chord with them, and they were planning to talk to him directly”
So next time something happens to your luggage on one of UA flights, you know what to do.
We are suppose to pay attention to the safety instruction video or demonstration every time we board an airplane, yet most likely you will see the majority of passengers reading or chatting while the video is playing or the flight attendant is showing us how to put the life jacket on.
Air New Zealand just came out with a very clever idea that will make all its passengers watch the safety instruction video without even blinking once. The video shows the crew going over the safety demonstration, wearing nothing but body paint. The video itself is not explicit and no nudity is shown, however the camera angle is positioned in such a way that keeps you guessing what is behind all that body paint.
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Since most airlines began charging passenger for their luggage, many of us have become experts in packing every thing we need in our carry-on bags.