The new media world is really quick to jump on airlines when they do something wrong. How many cellphone videos have you seen over the past couple of years showing airline employees behaving badly? I’m guilty of showing more than one or two here. We don’t see enough of the better kind of social media stories involving airlines. Maybe that’s because there aren’t as many. Or, maybe they’re less fun to cover, don’t generate as many “clicks”.
Delta Air Lines Wins The Day With A Celebrity Customer
Big thanks to Jay, a long-time reader for sending this one along. Delta’s social media team recently won the day with how they reacted to a customer complaint. This wasn’t a run-of-the-mill customer. Rapper T-Pain was onboard a flight and complained about the music onboard. Here’s what he had to say:
@Delta we gotta change these boarding/taxiing songs more often guys. All of Us Million milers (quick brag) have to hear these same joints multiple times a day. I gotta go perform in the staples center in a minute and Adele just put me in the weirdest mood. Now I’m crying. Thanx.
— T-Pain (@TPAIN) September 29, 2018
Delta’s reply, less than 20 minutes later was spot on. Whether through Google, or because the employee knew who T-Pain was, they nailed the reply:
Our boarding/taxing songs are intended to provide a relaxing experience. Can you imagine what would ensue if we played “buy u a drank” (a personal fave), with everyone snappin’ their fingers and what not? We’d never get anywhere on time. Necessary sacrifices, Mr. Pain. *HBN
— Delta (@Delta) September 29, 2018
About a week later, T-Pain was on another Delta flight. The flight attendants on that flight played “Buy You A Drank”, a song T-Pain released in 2007. I reached out to Delta and confirmed that flight attendants did really play the song. As you can imagine, T-Pain approved:
The Final Two Pennies
It’s incredibly hard to run a large airline. Communication across teams spread throughout the world is challenging at best. Customers speak dozens of different languages and have hundreds of different needs. When an airline can take a moment to personalize the customer experience, they generate such goodwill. Most people aren’t expecting it, so airlines probably get outsize value for surprise and delight efforts. T-Pain is already a loyal customer. But, can you imagine how many people he tells now what a great airline he thinks Delta is? Not to mention 1.5m Instagram followers and over a million Twitter followers…..
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