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They Are Listening From the Clouds

By John | May 14, 2010

Nah.. not those kind of clouds.  The other day I was pissed off that I didn’t get an upgrade from Delta airlines.  As I get older I am slowly learning to harvest my anger into productive outcomes.  Here is a manifest example of an Email I sent to the president of Delta Airlines and to my surprise their quick response.

May 14, 2010

REF #8569172

Mr. John Willis

Dear Mr. Willis:

Thank you for your correspondence to our CEO, Mr. Richard Anderson, along with the other top executives, describing your past experiences with Delta; they have asked me to respond on their behalves. I sincerely enjoyed reading your many compliments and your great brainstorming ideas.

We appreciate receiving your suggestions about adding a social upgrade bid, a social network and an inflight internet network. These are all great ideas!! Many customers share their feedback with us, and these observations oftentimes form the basis for improvements in our service, especially with our most frequent flyers like yourself. Be assured I will be sharing your suggestion with the responsible leadership team. If they require additional information, they will be in touch with you.

While I am unable to grant a Medallion tier level upgrade, I still would like to make amends. Therefore, I have generously added 10,000 bonus miles to your frequent flyer account. Please allow three business days for the miles to appear.

As an Elite member, you are an integral part of our customer base and we are always interested in your feedback. Thank you for taking the time to write. We deeply value your business.


Tyler Adams
Coordinator, Customer Care

From: John Willis <>
To: <>
Cc: Cantarutti, Perry; <>
Sent: Wed May 12 16:14:45 2010
Subject: Compliments, No Complaints, and Some Great Ideas

From: John Willis / Delta FF# xxxxxxxxxxx

To: Richard Anderson, et al.,

Compliments and No Complaints

I am approximately 36k in the air on delta flight 2049 ATL to SFO.  A little bummed that I am in coach; however, that is not your fault.  First things first, I love Delta Airlines.  I have been flying different airline in the 50 to 70k range for the last 30years and Delta is the best. IMHO, your pilots are the most experiences, your flight attendants are very professional, gate attendants oh well … needs a little work.. However, so do all the other airlines…  Overall, Delta is by far my favorite airline.   Even when things go wrong you guys seem to correct the situation in a timely manner; therefore no complaints.  Now on to the great ideas…

Some Great Ideas That Might Create More Revenue and Better Customer Satisfaction

1) I think you should add a social bidding solution for domestic flight upgrades.  Allow frequent fliers to participate in a online auction for available upgrades.  Give your loyal customer the capability to bid dollars for upgrades (sort of e-auction).

2) Own your social network.  Create an open social network of freq-flier junkies (I am one as was George Clooney).  Create an open social network around your loyal frequent fliers.   Use the IT open source/social networks as a model.  Create an open frequent flier advisory board and setup a wiki…

3) Own your in-flight  Internet Network.   As portable devices become pervasive (e.g., Ipads)  there are great opportunities for your airline to move many of the in-flight offerings to your own in-flight network.  Stream videos, download e-books, load app store games, Delta developed games.  How about running interactive game like marketing campaigns.  forget about it….

What’s in it for me?

Nothing.  I assign free right of these ideas.  However, if you think they are great please feel free to proceed accordingly.  For example, life time “Diamond”.   Marginally great, life time Platinum.  You get the point.  If you think the idea’s stink then a thank you would suffice.  However, a non response will tell me either a.)  You didn’t read this email or b.) You are not interested in me sending you ideas in the future.  In either case, I still would like to thank you for running a great airline.

John Willis
Opscode, Inc.
TEL: 919 244-9680
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Topics: other | 1 Comment »

One Response to “They Are Listening From the Clouds”

  1. Izzy Says:
    May 14th, 2010 at 9:45 am is on-line forum for frequent flyers :)

    Plenty of input from Delta frequent fliers in their forum. Enjoy.