Monday, December 7, 2015

More Adventures in Airline-Land

By Pascal Dennis

Last month I told you about a dreadful travel experience in the hands of Air Canada.

(A forty minute Toronto – Detroit flight took 8 hours. No explanation or apology from Air Canada – of course.)

Sadly, my travel agent had booked me on the same flight last week – and I endured another dreadful delay.

I’m shunning Air Canada where possible. But I’m pleased to say that their replacement, Delta Airlines, has been a nice surprise.

The last five Delta flights have departed & arrived on time. Delta staff have been helpful and courteous. At the end of each flight, they ask, “Please let us know how we’re doing and how we can improve.”

Five years ago Delta was the worst in customer service. But now it seems they’re fighting the good fight.

How Delta Uses Anticipatory Customer Service Technology To Make Flying Less Miserable

Delta Airlines And The Power Of Great Customer Service

Delta Sends Its 11,000 Agents to Charm School

Will Delta mess up from time to time? Of course.

But as long as they keep trying to get better, I’ll give them the benefit of the doubt.

And so, a loud RASPBERRY to Air Canada.

And a laurel leaf to Delta Airlines – well done, and please continue.

Best regards,


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