The Downfall of American Business, Part 2

The Followup:

Delta decided not to call me (not surprised). I did get an email first thing in the morning that first addressed my issue, then suddenly transformed into a form letter. Very disappointing.

So I took another shot. I called Delta again on Friday at lunchtime. This time I got a lady who spoke English quite well, with a touch of an accent. I asked where she was located. Cincinatti! Excellent! Her accent was from London, so I was comforted by the fact that she was raised on English, albeit the King's English. I explained my difficulty in getting anywhere online, trying to book my tickets and she explained that two of my vouchers were from cancelled flights (a snow day in Atlanta in January) and that those would have to be booked over the phone, but the price of our other tickets would be cheaper if we booked them online! She then proceeded to wait on the phone for 10 to 15 minutes while I booked my kids tickets! When I was done she booked my wife's ticket and my ticket, being sure to place us in the same or adjoining rows with our kids!

The downfall of American Business is when the company makes wholesale decisions without regard to how their constituents feel. But what will save them is the individual efforts of extrordinary employees who go beyond the call of duty because it's the right thing to do!