Delta used its Facebook account to showcase customer care that exceeded normal practice. During a three-hour wait on the tarmac caused by weather delays, airport employees ordered pizza for passengers waiting on the airplane. NBCNEWS.com’s Ben Popken reported the flight left Boston headed to Atlanta Monday night, but had to divert to Knoxville due to weather in the Atlanta area.
Delta shared the link to the story on their own Facebook page today, with this comment: “30 pizzas on us. Big props to this Delta crew for thinking on their toes – and with their stomachs: http://on.today.com/16K8tuE“.
Within two hours, the post had been shared over 200 times and received 147 comments, with sentiment trending toward positive.
Now, this story isn’t exactly social customer care, but it does speak to great customer service in the field that can produce social brand ambassadors when posted online.
What do you think about this?