Breaking the Rules

Delta blew me away last week!

Weather delayed my flight into Atlanta—trying to connect to S. FLA. I won’t run through the airport so I figured I’d miss my connection. When I got to the gate, the door was shut. That is a bad sign since they NEVER open the door once it’s closed.

The gate agent looked up, asked if I was supposed to be on that flight, and took my ticket. I figured I’d get booked on the next flight available. After all, it wasn’t their fault.

“Let’s go!” he said. He got up, opened the door and walked me down the jetway. What? Then, my seat was taken. After all, I had missed the flight. But the flight attendant actually made them move and gave me my seat. Seriously?

Needless to say I was a very happy flier last week. Why? Because Delta broke their own rule (I’ve never seen that before even after 2 million miles in the air). They valued me as a customer more than their rules and regulations.

When was the last time you broke the rules for one of your customers?