Why Northwest Is Exactly $1,101 Better than Delta
When I first started flying international, I had a camera stolen from a delayed bag that was trying to catch up with me in Selcuk, Turkey.
Though only responsible for a portion of the four flights to get me there, Northwest Airlines gave me the full original value of the camera, and paid for the two disposable cameras I bought to replace it.
The total bill was $211. They paid every penny, profusely apologizing for the incident. They decided to act like contributors to a customer; trusting me.
Since that day I have easily bought more than $100,000 of plane tickets with their company (including sending lots of team members on them). Their contributor spirit had won me over, and I believe it has paid for them to be a contributor. At least in their transactions with me.
Delta Airlines carries a different reputation with me. Last summer I was traveling home from Springfield, MO. I had a ticket that had been verified by Delta on the phone and by internet (I had to check because I had not used the first portion of the ticket).
Both the internet and the nice lady I spoke with assured me everything was fine.
When I arrived at the airport, I discovered that everything was not fine.
In fact, I found out that I was required to pay $890 for a one-way ticket from Springfield to Atlanta. So not cool.
I wrote a letter to Delta explaining the situation and to let them know that if the “nice” lady I had spoken to on the phone (or the internet) would have told me the truth, I could have at least bought a much more reasonably priced ticket, several days before.
Though I don’t remember the exact wording, I think their response read something like:
“We have never, currently do not, and will never care for you, you stupid, stupid customer. We already have your $890, and you are worth far less to us than that.”
Ouch.
Northwest acted like a contributor and left warm fuzzies in my stomach. Delta acted like a consumer and evoked a very different response from my stomach. I cannot put into words how frustrating it was to see Delta take over Northwest. I’m already starting to see some of changes in customer service.
What companies do you know that are consumers? Contributors?
This entry was posted on Wednesday, August 19th, 2009 at 8:56 am. You can follow any responses to this entry through the RSS Feed. You can leave a response, or trackback from your own site.
Sad days. I’ve flown lots on Northwest, but hardly at all on Delta- until recently… they have taken over all the old, familiar routes.
So, I guess I’ll see if I can recognize the change on my trip back this fall… I’m booking my ticket this afternoon… on Delta… fingers crossed. CONTRIBUTE, PEOPLE! 
I have good friends that work at Delta and I have also had mostly good experiences (a couple bags lost on direct flights). I just wish they would work harder to empathize with frustrated customers…