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.