Dearest Delta Airlines,
First of all I need to apologize to you for taking such a long time to write you this letter.
Second, I’ve noticed that you have worked relatively hard to change our relationship over the years and while I still fondly remember the days of Northwest Airlines, I’ve noticed a significant number of minor changes, that have left me feeling rather excited about our relationship going forward.
You see, I’ve always loved you and have been a faithful flyer. In fact, I am a current Diamond Medallion member and a member of your Million Miler club (please note, not the “mile high club” as my youngest lad loves to say). I talk to your pilots, your flight attendants and your crew and I wanted to point out two recent events that have helped to solidify our relationship.
Now I know what you were originally thinking when you opened this letter. Perhaps this was another letter complaining about your customer service or delays or lost baggage. No, I know you are not perfect, but neither am I, as I know that I am not entitled to upgrades when I need them and I’m okay with that as there are many other people flying on the same planes as I am and you treat each one of us with the same level of respect where ever we are sitting.
But this year when I didn’t make enough “Medallion Qualifying Miles” to reach Diamond status, you did something that completely shocked me as well as many of your employees. As I was going through my emails one morning, I saw an email thanking me for being a loyal Medallion member as well as a note indicating that due to my use of the Delta American Express Reserve Card, you were going to award me a complimentary Diamond Medallion membership through January of 2016. To others this may seem like a minor concession on your behalf, but to me this unexpected thank you was incredibly appreciated as I know you didn’t have to do anything for me. So for that, thank you.
And then lastly, about two weeks ago I was traveling from Minneapolis to Washington, D.C. I received a complimentary upgrade and when I boarded the plane, on my seat was a red bag of mixed-chocolates, with a thank you note. I’ve traveled millions of miles around the globe on a variety of airlines and I have never, ever, ever had such an unexpected gift. I then asked the flight attendants if they knew anything about this and they indicated that the gate agent was the one responsible for these bags. Now I do not know if these were just in first class or throughout the plane, but I’ve already told this story to many people and the three words which people keep on saying are, “That’s pretty cool.”
There are many random things in our world that can affect airline travels and while I think the phrase “random act of kindness” is perhaps overused in today’s society, as kindness is not random. Kindness (and conversely hate) is a learned trait that is not innate. We learn kindness from our parents, from our friends and sometimes even from an employer. To you and your crew, I do thank you.
With love and appreciation,
The Product Poet