Triangle Trip

Furthering my previous post from last year about Delta’s horrible customer service, I really think New York’s JFK Delta customer service (gate agents, check in agents, ticketing agents, etc.) agents give New Yorkers a real bad name. This excludes Delta’s New York-based flight attendants of course as I have not experienced consistent rudeness on flights.

Apparently Delta’s call center isn’t that much better (see Terminal D’s previous post).

In my attempt to help Delta address its customer service issues at JFK, I just sent the letter to Delta’s Customer Service Department. Let’s see what I get for a response.

Dear Sir or Madam,

I want to first commend Margie Z. at JFK’s Terminal 2 Medallion customer service department. Margie showed compassion and provided excellent customer service by booking me on a later flight because I barely missed the baggage check in time requirement (one hour at JFK vs the norm of 45 minutes at other airports or airlines). Margie is a diamond in the rough in Delta’s customer service department at JFK.

I was booked on yesterday’s (January 27, 2010) 7AM flight from JFK to SFO – Delta flight 717 – and arrived at JFK at 6:05AM. Unfortunately for me, I had to check in baggage – a snowboard for my weekend in Tahoe that I have been greatly looking forward to. When I arrived at the baggage drop off area, the baggage agent told me I was FIVE minutes too late to check in the bag. The agent then directed me to a customer service agent post next to her. The baggage drop off agent told me to stand in line and wait for a customer service representative to assist me. That line consisted solely of one person, me. There is never a line at 6:05am at JFK on a Wednesday.

While standing in “line” for about two minutes, I observed the FOUR customer service representatives each typing away on their computers almost purposely ignoring me – they were probably checking emails for all I know but they were certainly not doing anything that appeared job related. One male employee finally acknowledged I needed help and began to assist me. I told him that I couldn’t print a bag check ticket because I was five minutes late and asked if there was anything he could do. He explained to me that I had somehow missed my flight, the one that wasn’t scheduled to leave for another 55 minutes! To say I was shocked and dismayed is a severe understatement. There was no line at security. I could have easily made it to the gate, grabbed some breakfast and written a short story to boot.

After slowly comprehending the expression on my face, the customer service representative then corrected himself and said that I hadn’t missed the flight, rather I could not go on to the 7AM flight if I had to check in any baggage. He also added that I was 13 minutes late and not just a few minutes late as if to antagonize me further. Perhaps if any one of the four customer representatives had performed the most basic part of their job description I could have explained my situation sooner. To add even further insult, the customer service agent then tried to charge me an additional $50 for booking me on the 9AM flight and checking my bag despite the fact that I explained I am a Gold Medallion member and the change fees should be waived.

Upon hearing that I am a Gold Medallion member the customer service representative refused to help me any further and suggested that I see the Medallion agents around the corner.

I understand that the US airports and airlines are at a heighten security alert level and all checked bags need to travel with the passenger. However, I firmly believe the Delta agents at JFK could have easily put me on the flight and gotten my bag on the same flight if they had just tried to provide some level of real customer service. The one hour prior to departure bag check rule is there to provide the airlines and baggage handlers with enough time to get the bags onto the planes – it’s certainly not a hard and steadfast rule. I have had bags checked 35 minutes prior to departure at Chicago O’Hare and San Francisco International on United without any issues. Perhaps they are running a better and smoother operation?

In addition, the customer service representative did not need to say I was 13 minutes late which was clearly unprofessional and rude. Given the high level of service I received from Delta flight attendants and other agents like Margie Z. at JFK, I expected Delta to better train all of its agents at JFK. I am sure this is not the first time you have heard complaints about JFK’s customer service staff. I have written a similar letter to you last year about a different incident.

As a loyal Delta customer, I really wish that you would pass this letter along to the appropriate JFK manager and address your customer service issues. I would hate to give my business to another airline given the long relationship I have with Delta and the otherwise excellent service you provide. I appreciate your attention into this matter and expect a response from you soon. Please do not hesitate to contact me if you have any additional questions regarding this incident as I am eager to help you improve your service and retain your loyal customers.

Sincerely,

Captain G – provided in my real name of course 😉

True to its words, Delta has deposited the Rollover MQM (Medallion Qualification Miles) to my SkyMiles account (see previous post regarding Delta adding Rollover MQM).

As you can see below, I flew 56,187 air miles on Delta in 2009; and I’ve received 6,187 MQM for 2010. I have not been on a Delta flight in 2010. Getting the 6,000+ MQM is a great start to my chase to retain at least Gold Medallion status on Delta in 2010.

Kudos to the Delta SkyTeam for delivering the rollover miles; Starwood still hasn’t delivered their promised SPG’s Rollover Nights yet.

With heightened security measures at US airports, Los Angeles International’s (LAX) TSA staff can appear to be slower than usual over the 2009 holidays. But the situation isn’t all that bad. I got to LAX at 11:10AM for a 12:30PM flight in anticipation for delays and bag check. With Medallion status, it took me 50 minutes to check my bags and clear TSA security at LAX’s Terminal 5 for a Delta flight (I had to check a bag because I was carrying California wine back to the east coast.).

Here are some statistics and best practices for your December 2009 and January 2010 holiday travel at LAX’s Terminal 5:

*  Give yourself at least one hour to get through TSA security regardless if your airline status. It still took me exactly 50 minutes to check my bags and get through TSA security; this is despite the fact that I’m a Medallion member, and I know my way around LAX terminals.

*  Forget the status line and just line up with everyone else. I was on the Delta Medallion/First Class line and waited 35 minutes to pass the first TSA security checkpoint – where they check your ID and ticket. The regular line was a lot faster as people who got in line with me passed me on the first checkpoint. There were 3 screeners checking IDs on the normal line vs 1 screener for the Medallion/First Class line.

*  If you’re checking bags and don’t have status, give yourself two hours to check your bags and get through TSA security. The regular bag check line was wrapping around the doors outside the departure terminal at LAX Terminal 5. I also noticed issues with the checkin kiosks as people were complaining.

*  Note that LAX’s Terminal 4, 5, 6, and 7 are all interconnected. You can always checkin at Terminal 5 and use the walkway to get to Terminal 7 or 4.

I dropped off friends at LAX Terminal 6 and noticed the United line was also wrapped around the doors of Terminal 6 and terminal 7. I suggested our best practices (see previous posts: use Terminal 6 vs 7 and quickly get through Terminal 7) to my friends and they were able to clear TSA security in 20 minutes.

Happy 2010 everyone!