We all know how stressful traveling can be, and it can be even more stressful during delayed or cancellations. Yet, this week I realized how being calm, laughing at the IRROPS, and going with the flow can really get you ahead.
Here is how the story goes:
I was booked to fly from SAN-MSP-LGA-BGR, but my flight from MSP-LGA was cancelled. I was automatically rebooked on the next flight, but that flight was also cancelled. With two flights cancelled between MSP and LGA, my flight options were not looking good and the last flight of the night was overbooked by 4 people. There was no way I was getting out tonight, so I found myself a redcoat and she started to work my ticket. And she worked and worked trying to get me to my final destination in Maine. Yet, with only a few regional flights a day from DTW and LGA to BGR, my options were meek!
In the end, I was rebooked, but it took two agents, multiple phone calls, and over two hours! The entire time, I laughed with the gate agents, and joked about the cluster that was created by the flight cancellations. We joked about the airline industry and the elitist attitude of Diamonds and Platinum, along with other airline elites (which I am guilty of at times). It was honestly a very enjoyable conversation. As other passengers around me became infuriated due to the few flight options, I laughed and smiled with the agents I was working with. I knew that everything was out of my control, and being angry wouldn’t do me any good in the situation.
Flash forward. Two hours passed and I was finally rebooked out the next day to fly to LGA and onward to BGR. I do not have a seat assignment from LGA, but I’m hoping not to be denied boarding, after all I’m already missing a whole day of meetings due to the flight cancellations and I cannot afford to miss another. Yet, the highlight to this story is, the agents I worked with (both Premerger NWA) were wonderful and as a “thank you” for being so relaxed about the situation, without even asking, they not only provided me with a hotel for the night, they also provided me with a $50 e-cert voucher, $25 towards meals and four “have one on use” drink coupons!
The cancellations of the earlier flights were due to an Air Traffic Control ground stop, since it was weather related, technically Delta did not have to do anything for me. I could have been stranded, up river without a paddle, but by being cooperative and unperturbed by the situation, the agents went above and beyond to thank me and apologize for the extended delay and the lengthy rebooking process! It just shows a littler courtesy can go a long ways, and despite the crappy Skymiles program, Delta does take good care of their customers!