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Delta Air Lines - Marlon Carter

Gold Stevie Award Winner 2018, Click to Enter The 2019 Stevie Awards for Sales and Customer Service

Company: Delta Air Lines, Atlanta, GA
Company Description: Delta Air Lines is a major airline in America with the headquarters located in Atlanta, Georgia. Delta along with its regional carriers and subsidiaries operates over 5,400 flights daily and serves an extensive domestic and international network including 319 destinations in 54 countries on six continents. Delta's history can be traced back to Huff Daland Dusters, founded in 1924 in Macon, Georgia
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Customer Service Manager of the Year

Nomination Title: Marlon Carter - SLC Customer Service Manager

Tell the story about what this nominee achieved since the beginning of July 2016 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

CEM, Marlon Carter was approached by one of his Specialists for assistance with an inconvenienced passenger who had a medical situation. Marlon immediately immersed himself in the situation fully to help resolve the rapidly escalating situation. CES Specialist Claudia Hill had received a call from passenger Donna Labrie who was traveling to Boston from Billings, Montana and while connecting in SLC, her flight had been delayed due to late arriving equipment and she had been rebooked to travel the next day on a flight from SLC to BOS. As per protocol, she was issued a voucher to be accommodated at a local hotel. When she arrived at the hotel, although she had a voucher, they required her to present a credit card for incidentals and she did not have one. This was when she reached out to Claudia for assistance, and while trying to resolve the situation, the hotel advised her they no longer had a room for her. During this time, Ms. Labrie informed Claudia that she was tired, hadn’t eaten and was starting to feel distress. She stated that her medication was in her checked baggage and she might need medical attention.

Unbeknownst to Claudia, Ms. Labrie had taken the hotel shuttle back over to the airport to get a voucher to another hotel and found the airport closed. Under Marlon’s direction, Claudia attempted to call the local airport numbers as well as the station manager without success. At this time, Marlon directed Claudia’s Brand Advisor to call and hold a room with his corporate credit card at another hotel. After securing the room, since it was after hours, they asked the hotel to dispatch a shuttle to pick up Ms. Labrie at the airport location she told them she was. At that time, the group lost contact with Ms. Labrie as her cell phone had died. They made multiple attempts to call her back and no message could be left as her mailbox was full.

Marlon knew that he could not leave this distressed passenger outside of the airport in the early hours of the morning, unaware of the resolution they had made on her behalf. Luckily, the group was located in the Salt Lake City Customer Engagement Center and Marlon left the center and drove over to the airport to locate the passenger. He instructed the group at the CEC to continue to attempt contact with Ms. Labrie as he went to physically find her. CEM Carter was able to quickly locate Ms. Labrie and after letting her know the situation, she informed him that she would just stay at the airport as her flight was leaving in a couple of hours. He then asked her what he could do for her as she indicated medical distress. He knew that he still needed to locate her bag with her medication in it. Marlon then had the team back at the center attempt to contact both primary and secondary station contacts again without success. Marlon stayed with Ms. Labrie outside the airport until the counter opened, ensuring she was taken care of by buying her food and drinks and ensuring that her medication was retrieved. In addition to the attentive care Marlon gave the passenger, he also instructed the group back at the CEC to fully refund her ticket after travel was completed and give her a $200 voucher for the extreme inconvenience.

The airport counter agent that Marlon handed Ms. Labrie off to wrote his Director to let her know what an incredible job Marlon did in going above and beyond in taking care of this customer. She wrote in part, “I was so impressed that he would come to the airport to help this lady out, stay with her for quite a while and be a true friend to her. What an impressive man…I wish we had more supervisors like him.”