Delta Flight Attendant Accuses Colleague Of Not Serving to Grieving Household

A Delta flight attendant is justifiably upset about the way in which that one in all their colleagues handled a household going by means of the worst state of affairs possible, as flagged by PYOK. Sadly this appears to be a type of instances the place the human contact is misplaced within the airline business, which is all too widespread…

Delta flight attendant upset over Purple Coat’s actions

A Delta flight attendant lately posted on-line to share an expertise the place they have been pissed off by the way in which that one in all their colleagues handled a pair coping with an unimaginably robust state of affairs. Let me simply quote the complete submit:

We discuss SO a lot about being the Delta distinction and making connections with our prospects, however when it comes right down to the moments that may TRULY matter, how can we drop the ball so badly?

A younger household was woken up this morning to the unthinkable information that 2 of their teenage kids had died in a automotive accident. They booked the primary flight they might (mine) to examine on the surviving baby who’s at present in vital situation on the hospital.

My crew spoke with the Captain, requesting that we please have a “Meet and Help” or Purple Coat meet the household at our gate to assist them navigate Atlanta airport from terminal A to terminal C. (Not getting misplaced must be the very last thing on their minds at a time like this).

Easy, proper?

Present empathy, compassion, and go only a LITTLE little bit of the additional mile to assist a grief-striken couple?

As a substitute, mentioned Purple Coat (AFTER having been briefed by us and being conscious of the state of affairs) factors on the board with departures, then gestures within the normal route of Terminal C…from gate A10.

I’m so upset proper now on behalf of those individuals.

And most of all, I’m extraordinarily disillusioned in us.

This was NOT a tough ask.

Being sort to a grieving household on what is probably going the worst day of their lives is NOT one thing that’s past a Delta household to do. Once more.

I’m so extraordinarily disillusioned.

For these not acquainted, Purple Coats are Delta’s greater rating airport customer support brokers. Consider them as supervisors, who’re supposed to offer the very best customer support, and assist prospects when issues go improper.

It’s disappointing to see this stage of care at Delta

I feel all too typically, the human contact is misplaced within the airline business. In some methods, that’s comprehensible — it’s such a posh business, and there needs to be a deal with effectivity, and coping with issues in a peaceful and non-emotional means. Moreover, given the variety of those that airline staff take care of, it’s pure to be desensitized a bit.

On the similar time, this incident is actually unlucky to examine. Whereas Delta’s service isn’t as differentiated as prior to now (for my part), Delta nonetheless does need its staff to go above and past for individuals. Executives on the firm all the time discuss concerning the “Delta Distinction.” Clearly the flight attendant on this state of affairs acknowledged that, and tried to exit of their solution to empathize with passengers.

I’ve to think about that these dad and mom have been having the worst day of their life, and a bit little bit of compassion would’ve gone a good distance. It simply appears borderline heartless for the crew to ask the Purple Coat to do one thing in a state of affairs like this, and for the Purple Coat to them merely level them to the departures board.

If something, this looks as if a type of conditions the place they need to’ve rolled out the pink carpet to present these passengers a Porsche switch on the apron, to make their day higher.

I’ve gotta say, in my expertise, Delta’s airport customer support brokers are a blended bag. Flight attendants and lounge employees are typically very skilled, however other than that, it’s a sport of roulette.

On a current flight out of JFK, the 2 gate brokers have been arguing with each other over some private issues, to the purpose that one instructed the opposite it was taking all her will to not get bodily. Not precisely a fantastic look, particularly in entrance of consumers…

Backside line

A Delta flight attendant lately had a pair on their flight who had simply misplaced their two youngsters in a automotive accident, with a 3rd child in vital situation. This appeared like an apparent state of affairs wherein compassion was warranted, so the crew contacted airport operations in Atlanta, in order that the couple may very well be dropped at their connecting gate.

As a substitute, the flight attendant claims that the Purple Coat (who is meant to be a senior customer support agent) merely pointed them to the departures board, and that was the extent of it.

What do you make of this Delta flight attendant story?