Tuesday, November 13, 2012

Delta screws "up"

Here's what Delta tells those they are trying to convince to fly with them.

A beautifully shot, wonderfully written message about how they're doing everything possible to earn your business.

And here's what they tell musicians who have to buy two seats for every flight.

Lynn Harrell is a concert cellist who has travelled the world for over 40 years plying his trade. In the last 45 days he's performed in Carmel, Singapore, Paris and Los Angeles. His traveling companion: a 1673 Stradivarius worth millions of dollars. Needless to say, he does not check it.

What he did do was get frequent flyer accounts for his instrument for every airline on which he flies to earn an occasional free ticket and help defray his expenses. Apparently Delta is one of the few airlines that does not allow you to accrue miles for seats purchased for musical instruments and has now kicked Mr. Harrell out of their program.

This is why I hate blanket policies.

They turn opportunities to help your best customers into PR disasters.

Here's a world-renowned musician who is willing to pay two times to ensure he and his irreplaceable instrument arrive safely so he can entertain classical music fans around the globe. Instead of encouraging this guy to choose another airline, Delta should sponsor him.

His audience, I imagine, is both wealthy and worldly. Just the kind of people you'd hope would fly Delta.

And now they've given them one more reason to look somewhere else.

Thanks to the tip from my friend, Drew for this image from one of Delta's other commercials showing a cellist with her instrument at the check-in counter. Nothing like a little irony to brighten one's afternoon.


  1. I wish big airlines would get over themselves. I think their attitude is "this would be a great business if it weren't for the passengers." I used to be a Delta flyer, but now I go out of my way to fly Southwest.

  2. I found another Delta ad (which looks to be from the same campaign) titled "Lines" that actually shows a cellist checking in at the ticket counter. Talk about ironic.


    1. Unbelievable. I'll have to amend the post to include that image. Thanks Drew!

    2. You're welcome although I can't take full credit for finding it; one of Lynn's readers posted a comment to the blog post saying she thought she knew of the ad so I just searched for it at YouTube and it popped up on the first hit.