Bait and Switch

This month’s IRDC Roadshow: Millennial Edition, presented by VMSD, seemed destined to make me – yes, I’m technically Gen Y – somewhat self-conscious. The day’s agenda, after all, was delving into the minds and habits of my generation. Yet, for the most part, I found myself laughing in agreement with the traits keynoter Marian Salzman mentioned: texting photos to friends while shopping, love-hate brand relationships and caring about corporate responsibility.

Salzman’s comments were accurate, sometimes uncomfortably so. For example, take this sound byte: “They are very in the moment minus the filter.” She was talking about Gen Y’s tendency to broadcast bad brand experiences online.

Mentally, I shot down that remark. After all, who has more of a filter than the unpaid interns of my generation who not only work for free, but often pay moving expenses and high short-term lease fees to do so?

Then, I remembered my recent interaction with Delta Airlines. In February, I bought a plane ticket to Washington D.C. Because I recently had spent 14 hours on a bus to Philadelphia, this was the holy grail of travel: a non-stop flight!

My 90-minute flight was cancelled days later. The new itinerary, two flights this time, would take nearly seven hours. I fumed, first to myself and then on Twitter, mentioning the airline by name.

@DeltaAssist quickly rescheduled me. And although I try to keep my tweets positive and professional, I’ll admit that their quick response prevented some brand bashing. Takeaway? Millennials can be harsh, but we’re also forgiving if a solution is offered.

But in my case, it wasn’t. Delta has rescheduled my flight four times to date, leaving me with an indirect flight and a new departure date, but no discount.

Despite Salzman’s predictions, my first angry tweets about Delta were likely my last; I’m not the only frustrated traveler. Still, like any wronged millennial I’ll think twice – and ask around online – before booking another direct flight.