The Delta Way | TravelResearchOnline

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The Delta Way

As we approach another New Year, I wanted to share this true life experience with you. It happened when I was traveling to Europe on business. I was taking a river cruise, which I hesitate to call “work”, but that is exactly what it was.

It wasn’t until I was packing to return home that I realized that I was missing my Kindle reader. I had over 75 business books loaded on this device, so this more than a slight inconvenience. In fact, I was very disappointed in myself for letting this treasured device slip away from me.

After calling myself every name that I could think of, I realized that most of my readings were backed up on the “cloud”. This softened the blow, but I was still very disappointed in myself.

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Arriving in Amsterdam ready to board a Delta flight for my return trip to Atlanta Georgia, I took my seat and positioned myself comfortably for the nine hour plus airplane ride ahead.

That is when she appeared. With my wife sitting comfortably beside me, a Delta associate dressed in red, approached my seat at 20A and said to me, “I believe this belongs to you.”

To my amazement, I was looking at my lost Kindle. Apparently, I left it on the seat when I got off the plane one week earlier. A Delta employee spotted it and took the time to trace my name on the boarding sheet, realizing that I had scheduled the return flight one week later. Delta held it for me awaiting my return and prepared to pounce once I had fastened my seat belt and checked the menu of what twelve movies awaited me.

There’s no question about it, this is the way things should work. There’s also no question about it that this is the way that it never seems to work.

The lesson clearly demonstrated in this disciplined adherence to policy spoke volumes of both Delta’s employees and their executive commitment to doing things right.

I challenge my travel agency associates to follow Delta Airlines’ example, and do not resort to what is it easy in lieu of doing what is right. I guarantee you that your prospects and clients will notice, and you will be the beneficiary of this exemplary behavior.

If I had to some up this article in just four words, they would be: Do what is right.


Mike Marchev has lots more to share with you. Email him today to receive a Special Report titled, “THE BEST ADVICE I EVER GAVE TRAVEL PROFESSIONALS” at mike@mikemarchev.com Be sure to write the word “advice” in the subject box, and while you’re at it, include what you enjoy about reading Mike’s column.

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