From recognizing mileage milestones to apologies for a recent delay, Delta’s customer service is about to get a lot more personalized. The airline just improved its Guest Service Tool on flight attendants’ “SkyPro devices” to give flight attendants a heads up if they need to congratulate — or apologize — to you.Delta will mine the data in its systems to compute a “prioritized list of customers to recognize on each domestic flight based on details like Medallion status, achieved milestones, recent flight interruptions and standing as a corporate traveler.” Flight attendants will then be prompted by their on-board “Sky Pro” device to recognize/apologize to a few customers.Delta’s updated Guest Service Tool on a flight attendant’s SkyPro device. Image courtesy of Delta.After successfully testing the new program in April, Delta is now rolling out the new data-driven solution to all FAs. During the 75-flight test, Delta flight attendants noted less than 1 percents of the recognition events “resulted in a negative customer reaction.” Considering that these interactions are highly personalized and customer-focused, it seems strange that anyone would object to being recognized like this — which makes me wonder if the apology was delivered begrudgingly or to an unreasonable passenger.One passenger was especially pleased by the experience during the test. After experiencing a “service failure” on his outbound flight, a flight attendant on his return flight four days later apologized for the issue. The passenger wrote to Delta: “I must admit, I was pretty impressed with the customer database progress you guys have made… to deliver the right information to a flight attendant to offer a personal apology.“We at TPG applaud these improvements by Delta… and wonder why it’s taken this long for an airline to launch such a program. After all, it’s an easy way for the airline to build loyalty or mitigate damage after a misstep or issue.Interested in learning more? Delta has released this video touting the new changes (caution: flashing images and poor-quality dubstep):Sign up for our daily newsletterEmail addressSign upI would like to subscribe to The Points Guy newsletters and special email promotions. The Points Guy will not share or sell your email. See privacy policy.
