When weather causes flight cancelations, travelers are more likely to blame the airline rather than Mother Nature, even though the airline usually cannot avoid the disruptions. To appease its customers and provide good service in such situations, Delta partnered with Roomstorm, an independent company that offers discounted hotel and car rental rates to displaced passengers. Roomstorm flyers and contact information are available at special Delta direct-line kiosks located throughout the terminal, another step toward providing the best service possible in unfortunate circumstances.
You and your organization are on the hook for the customer’s entire experience — from booking to parking, to finding their way to your office, to billing, to the interaction itself. If you know there are points where glitches regularly occur, work to partner with someone who can help you look like the good guy, even when it’s not your fault.
