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
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.
The sequence of events that occurred for the next 13 hours, and then resumed again the next day, is almost too hard to explain.
In fact, as type this, my heart is racing once again.
You see, our flight was delayed due to a mechanical problem on our plane. Over the course of the next 13 hours we sat in the terminal at Richmond as flight after flight after flight all departed on time to Atlanta. Except, of course, ours. An entire airplane full of people - all of whom had gotten up early to catch the first flight of the day - watched helplessly as every other plane departed incident-free.
And since our bags were on the plane (we had all already been seated, before we were asked to de-board) we couldn’t even get our luggage off the plane and go home. Also, we kept being told our plane was almost fixed.
I took the initiative at noon to book us on the 5pm flight to Atlanta. I called Delta (five times in fact - you can check) to confirm and re-reconfirm again. I was continually reassured that my family had guaranteed seats on that 5pm flight. I was, in fact, on the phone with you as the Delta employees at the gate refused to give us our seats - on a flight we had already been confirmed on. And I never even heard an “I’m sorry.”
Consequently, I missed a few things in Atlanta: The Direct Marketing Association’s conference - of which I was the guest speaker. It was a paid event and the DMA was understandably shocked, mortified and embarrassed by the situation. They had to offer refunds to all their attendees.
I also missed my Wall Street Journal interview.
I also missed my meeting.
But much worse than all that, was what happened to my family.
I really wish some one could hear the crying and see the stress on my children’s face, as they ask why we couldn’t go see grandma and grandpa. And why we couldn’t just go home. I wish you could have heard the phone calls as all of us cried as we spoke with my parents. As my parents, who were also crying, tried to console their grandchildren. My children kept on asking why the airline was doing this to them. They kept asking what is was they did wrong.
We finally got our bags back after our 7am flight was officially and blessedly canceled.
We were NEVER even offered as much as food vouchers for breakfast, lunch or dinner - all of which were purchased at the airport, as our flight continued to be pushed back and back. And we were not alone. But at least we could spend the evening in our home.
Again, we never even heard an apology.
The flight the next morning, was of course, delayed. Those passengers, who hadn’t been through what the rest of us had, could not understand our collective stress and tears when our gate was changed and then we were delayed. It was a short delay, one that until now, I wouldn’t have even given a second thought about. But the stress lasted much longer. I had to promise my children that I would not make them fly on an airplane anytime soon. They used to LOVE to fly. They simply cannot understand why things are so unfair.
Since returning on June 21st, I have flown 5 round trip flights to Las Vegas, Atlanta and New York. None of those flights have been on Delta.
I am now prepping my travels for the next three months, which include multiple flights to Los Angeles, St Louis, New York, Orlando, London, Berlin, Singapore and Shanghai.
In fact, I am literally flying MORE than I ever have in my life!
But until I receive some sort of apology, I will continue to adjust my schedule to avoid Delta. My coordinator and travel agent know not to book me on any Delta flights for the time being.
This is a fixable problem. This is about principle? Yes. It’s about my belief in customer service. It’s about working with business partners who respect each other. I really believe that. Which is why, until June 18th, I had been one of your biggest cheerleaders.
In the end, it wasn’t the actual circumstance that has caused me to avoid your airline. It is the complete and utter lack of compassion.
UPS Whiteboard Actor
SVP/ Creative Director - The Martin Agency