Only in America. Last week I flew on Delta from San Diego to Jackson, Wyoming. The flights were on time, the flight staff was charming, the whole experience was perfect – until I got to my hotel and found that my camera, which I had packed in my suitcase (OK, I admit that was dumb) was missing.
I felt violated but realized that it was impossible to figure out who took it – bag handlers at two airports, TSA checkers etc. The number of possible touches was staggering. And so I just bit my tongue and tried to move on.
Two days later, I was
sitting in the Jacuzzi at the hotel, there is a man there, we get to talking, he says he works for the airlines. So I ask him – what can I do, who should I contact? I had no recourse and felt helpless about my “stolen” camera.
He says to me, “Well, it seems to me that Delta ought to take care of that for you.”
I say, “Easy for you to say, you’re not the CEO of Delta.”
He says, “Well, actually, I am. Richard Anderson, pleased to meet you.”
Every executive talks about customer service and taking responsibility, but there in 103 degree bubbling water, I saw it up close and personal.
We talked on about fuel, regulations, taxes, baggage, routes and a bunch of other things – but the bottom line, Mr. Anderson and Delta now have a Customer For Life.