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Old Nov 23, 2009, 10:54 PM
jimworcs jimworcs is offline
 
Join Date: Jan 2008
Location: Lot et Garonne, France
Posts: 3,197
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Justme..

It is arrogant to say that you think customers would not want to be notified of the changes which you characterise as "the little ones 3 months prior". For a start, here we are talking about a very significant change and this website has loads of complaints, many aimed at Delta, that there are a considerable number of people being bumped off direct flights, onto indirect ones, even when the direct flights are still available. They find out by chance if they check. If not, by the time Delta get round to telling them they are screwed. You are very naive about the motives of your senior management and the methods they adopt.

Phx, you seem to be flip flopping on this issue. In many other posts you have repeatedly given the advice that people should continually check their reservations for changes and this is what you do. Why would you or other people do this if it didn't matter until 4 - 6 weeks before departure? The reason is that it does sometimes matter and it would cost Delta nothing to advise customers. The fact that they choose not too is highly illuminating.

The spam speculation is almost funny. Delta's schedule is such a work of fiction that the volume of emails notifying people of changes would amount to spam? That is an indictment of Delta!! I gather those who are stupid enough to tick the box saying that as a special customer, they would like to hear of offers from Delta, don't have this problem. Those emails miraculously make it through no problem. Are you seriously saying that this problem cannot be overcome. How do British Airways, Easyjet, etc manage it?

When British Airways email you.. the header is "important schedule change to your flights". I don't think too many people would delete that email without reading it. But even if they did, they would at least have had the chance. Under your system, no one is notified. Apparently it is better that no one knows than risk some people missing it because a spam filter intervened. That is topsy turvy logic... or DeltaLogic.

I suggest a new rule. If an airline sells you a direct flight and then cannot offer it, they must book you on another airline at their expense. If no direct flight is available, they must pay for any reasonable routing that will get you there at a time agreed with the customer on any carrier of the customers choosing. That would focus minds on publishing schedules which are not the work of fiction you portray them to be.