If you're a regular reader of my blog (hi Mom!), you know that I had bit of a tussle with Delta last month trying to get SkyMiles credit for my flight home for Christmas. After writing them a five-page letter, they credited my account with the miles silently—or so I thought. It turns out that they did respond, but it was via snail mail, so it took a while to get here.
This week I got a letter in my mailbox (the metal kind, not the electronic kind) from Bettie Brown, sent from Delta headquarters in Atlanta. Bettie gave me a little lecture on how their electronic SkyMiles system works, and she also explained that although on-time service is important, safety is their top priority. (Really? I had no idea!) She didn't have much of a sense of humor—or perhaps Delta has a regulation against allowing it in their official correspondence—but at least she took the time to write.
To her credit (and mine), Bettie also gave me $50 toward traveling on Delta in the next year. At that rate, my 3-hour delay in the airport last month was worth a little over $15/hour. Not bad.
Almost every time that I've written to a company to express dissatisfaction with a product or service, I've gotten a response and some kind of compensation. It's kind of fun. You should try it sometime.