8 Replies Latest reply: Dec 9, 2014 10:22 PM by lakeshore RSS

A happy pre-travel story

profchiara Alumni Steward Silver 3 Reviews
Currently Being Moderated

Hi all,

Good customer service or helpfulness in travel is so rare these days that I want to share a good story.  I was supposed to leave for Venice today but we have ice and freezing Maine today and Boston, where I was supposed to fly from tonight, will have heavy rain and up to 50 mph wind gusts at the time of the flight.  Delta had issued a Northeast travel advisory, but didn't include Boston.  I called the Platinum line and to my shock an agent spent about 20 minutes on the phone changing all my flights to one day later leaving and coming home, even though parts of the flights are through AMS and CDG.  And she waived the change fee.  Then I had to call hotels.com because I only had until 3:59pm yesterday to change my reservation without forfeiting a night's room cost.  They contacted the hotel in Venice, which readily agreed -- and I ended up with a lower price for the same room!  THEN I called Air France because I couldn't pick my seat on Delta's site.  This is normally a huge hassle because of different confirmation numbers.  Instead, I got an agent who was able to access my Delta record.  She initially put me in a requested aisle then noticed I was PlatinumElitePlus and said, oh, wait I'll put you in the preferred section.

 

This indeed has been my lucky day so far!  I told the initial Delta agent she might literally have saved my life, since driving is treacherous and not supposed to get better till tomorrow. (Knock on wood -- I might slip and break my neck on the ice going to the college...)

 

What an amazing difference it makes when customer service agents go out of their way to help!  I told them so, but fortunately also get the opportunity to rate them.

ProfChiaraairli

(For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

  • Re: A happy pre-travel story
    iahflyr Platinum 26 Reviews
    Currently Being Moderated

    Hi profchiara,

     

    How great to read of your good fortune with CS Agents who actually wanted to help someone out rather than collect fees and more.  Thank you for sharing that and safe travels to you.

    (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

  • Re: A happy pre-travel story
    Sledchick Platinum 9 Reviews
    Currently Being Moderated

    What an awesome experience, ProfC!  You'll remember your good fortune from today for a long time.  Nice when it turns out this way, eh?  We have the same weather as you here in NH; school is cancelled and I'm just hunkering down with some work.  Enjoy your trip, safe travels, and watch the ice!

    (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

    • Re: A happy pre-travel story
      profchiara Alumni Steward Silver 3 Reviews
      Currently Being Moderated

      Thanks, all -- it is very rare when you get three straight customer relations specialists who go way out of their way to help.  Right now I would have been driving to the Portland bus station (1-1/2 hours) and it is freezing rain, so I count my lucky stars!

      (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

  • Re: A happy pre-travel story
    pluto77 Alumni Steward Platinum 25 Reviews
    Currently Being Moderated

    Prof,

    Isn't (good) customer service a wonderful thing?  Way to go, thanks for sharing (thus helping to restore our faith just a bit) and I hope the weather improves for safe travels, and a magical, memorable trip to your favorite city.

     

    Buon viaggio, mia cara amica!

    (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

    • Re: A happy pre-travel story
      profchiara Alumni Steward Silver 3 Reviews
      Currently Being Moderated

      Hi Pluto,

      Amazingly enough, this just came as Delta announced its latest 'enhancement'.  (That verb has changed its meaning a lot in the past two decades as one previous Insider mentioned.) I'm not delusional enough to believe that my status (93,000 miles this year so far) didn't play a part, though if they looked harder they would have found I booked 3 FF business class flights next year and NO revenue flights. I'm on a wait-and-see basis

       

      But that said, it is wonderful when you have one wonderful travel-difficulty-situation resolved let alone three plus even a markdown in price for my hotel.  And I didn't have to risk my life to do it!

       

      This is going to be what loyalty means to me from here on in.  The particular Delta representative on the Platinum line with whom I spoke was beyond comparison.  She dealt not only with Delta but KLM and AF, which is why it took a while.  She kept apologizing for the time delays, and I could not believe my good luck, while always believing in the end the answer would be no.  Imagine my surprise!

       

      I am only Silver level with Hotels.com, but got the same treatment.  The rep was not a native English speaker, but she did very well.  Almost in anticipation of potential complaints, she repeated everything twice, after confirmed, including my room, the reduced price, having to de-apply and charge my $377 awards price for one night then re-credit it (which shows already on my account), she sent several confirmations.  Great service.

       

      Then, who would've expected it from Air France that they'd go to the extra trouble of checking my Delta ticket (they never have before, and it has resulted in many problems, including priority boarding after my Platinum card 'went missing' through security and access to lounges.

       

      Plus I am so glad I am not on the roads today.  It is horrible in central Maine.  We got a storm mid-week and have had ice and wet covered ice in my parking lot on the roads since Wednesday, then what happened today.

       

      Right now I feel blessed.  Ask me Thursday if I still do !

      ProfC

      (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

  • Re: A happy pre-travel story
    lindseyh Community Manager Marriott Associate Member
    Currently Being Moderated

    Great story, profchiara, thanks for sharing. So glad everything worked out for you! Be safe out there on the ice, and have a great trip!

    (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

  • Re: A happy pre-travel story
    gm1 Gold 1 Reviews
    Currently Being Moderated

    profchiara

     

    I am glad it all worked out for in such a positive manner.  I enjoy reading customer success stories as they seem to have become very rare.  May the "force" continue to be with you on this trip.

    (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

  • Re: A happy pre-travel story
    lakeshore Platinum 11 Reviews
    Currently Being Moderated

    Fantastic, Professor! It is great to hear uplifting stories!

    have a wonderful, safe trip!

    Lakeshore

    (For each location tag, you will be guided through a 3-step process to add (1) a city and a state or a city and a country, (2) a Marriott brand, and (3) a Marriott hotel.)

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