A friend of the cellist Lynn Harell has shared a stunning customer relations letter from Delta Airlines. It informs the distinguished cellist that while he is entitled to buy a seat for his cello, it cannot earn privileges.
Since Lynn has been claiming miles for his cello, despite a previous advisory, his Delta account was terminated with prejudice. He was further informed that he will not be allowed to rejoin the airline’s SkyMiles program. Ever.
As an object lesson in customer relations, it could hardly be bettered.
Let’s avoid Delta until they show a little respect to musician passengers.