Thread by @MalwareJake

Just wanted to follow up on my flight from hell with @delta tonight.
1. We had no internet
2. My seat power outlet was busted, already low battery meant I couldn't even work offline for the whole flight
3. 55 minutes from landing to opening the door at the gate.
1/

Called @delta diamond support desk. They disconnected me twice, once 2 minutes into the call, once 17 minutes into the call. By disconnected, I mean while speaking with a human, I was routed into an automated system. The customer care survey and lost baggage respectively. 2/

On call #3 to @delta diamond medallion support, I spoke with supervisor Caroline in Salt Lake City. She down played the wait on the tarmac at LAX and proceeded to tell me there was no issue with internet on the flight or "air traffic control would have a record of that." 3/

We eventually clarified that what @delta means by "air traffic control" is akin to flight ops. So they have no record of any issues, despite the fact that the crew came on the loudspeaker repeatedly to apologise for the lack of internet, stating they were troubleshooting. 4/

Eventually, we were told it wasn't going to be fixed. Okay, whatever. But own that. Don't pretend your stuff wasn't broken. So @delta diamond medallion support supervisor Caroline proceeds to offer me a $100 voucher. Are you kidding me?! 5/

Caroline proceeds to tell me there is nothing else that she will offer me since they have no record of the Internet issue and the 55 minutes on the tarmac (on landing) began with a weather delay (on takeoff). Now I spend a lot of money every year with @delta. 6/

I've called for support before. I know what a supervisor can offer. It's far more than $100. But @delta Caroline told me if that wasn't acceptable I should take more of my time to call corporate customer care tomorrow. She basically pawned her job off on me. Okay, I'll play. 7/

Stuff happens. I get that. But don't double down with bad customer service for your high mileage flyers. I'll certainly call @delta corporate customer care, but if they feel like their diamond medallions deserve more from their supervisors, feel free to reach out first. 8/

Again, mad props to the flight crew who were visibly frustrated by the situations that occurred. But customer no service coming within a hair of calling one of your flyers a liar about the situation is absolutely unsat. /fin

This is my @delta 2019 accrual so far. God help you if you need help as an occasional commuter. On the brighter side of things, nobody beat me up and dragged me off the plane (or killed my dog in the overhead bin).