Delta Blog - getting hammered with angry customers
Dec 28, 2010, 2:56 pm
#4
FlyerTalk Evangelist
Join Date: Jul 1999
Location: ORD/MDW
Programs: BA/AA/AS/B6/WN/ UA/HH/MR and more like 'em but most felicitously & importantly MUCCI
Posts: 19,719
Additional coverage of DL website wreckage and psychotic infinite-loop VM hell on the Huffington Post:
http://www.huffingtonpost.com/matt-s..._b_801782.html
http://www.huffingtonpost.com/matt-s..._b_801782.html
Dec 28, 2010, 2:58 pm
#5
Join Date: Jul 2010
Location: Boston & NYC
Programs: DL Diamond;AA Gold; UA Silver; HHonors Gold; SPG Plat
Posts: 350
Those are pretty tame compared to what's on their facebook page. To be fair, things in NYC are just insane and I have heard from several friends and coworkers who are just as angry at AA, CO and B6.
Dec 28, 2010, 3:12 pm
#6
Join Date: Jun 2004
Location: ATL
Programs: Delta PlM, 1M
Posts: 6,363
And their IT matched dl.com as "best in class" :-)
CO has the worst of it from what I see, with Newark still limping.
Dec 28, 2010, 3:46 pm
#8
Join Date: Aug 2001
Location: Wayne, PA USA
Programs: DL MM, Marriott Bonvoy Lifetime Titanium, HHonors Gold
Posts: 7,242
Isn't their CIO still off on her tour talking about all the great improvements they've made in IT since she came in to fix it?
Besides, why are these people complaining? Don't the realize they now have a Blackberry app, and a twitter account! Sheesh, some people are never satisfied!
Besides, why are these people complaining? Don't the realize they now have a Blackberry app, and a twitter account! Sheesh, some people are never satisfied!
Dec 28, 2010, 4:58 pm
#9
Join Date: Jan 2006
Location: DEN
Programs: UA 1K (MM), DL, AA, AS, HHonors, SPG, Kimpton, Hyatt, IC PC, Marriott Titanium (LT PLT), Hertz PC
Posts: 7,231
I will give DL this much: I was able to reach them in 30 seconds on three different occasions during the height of things on Sunday via the DM line.
Dec 28, 2010, 5:54 pm
#12
Join Date: Mar 2003
Location: TUL
Programs: AA Plat, DL FO/1MM, UA Silver, Marriott Titanium, National Exec Elite
Posts: 2,102
The thread starter just replied:
Originally Posted by Jerry F.
Thanks everyone for your comments. We hear your feedback loud and clear and we’re working quickly to correct these issues, and I wanted to provide you an update on that progress. Today we’ve continued to stabilize delta.com from the heavy traffic issues, and the rebooking tool is back up and running. We also fixed online check-in to address the high volume of users and that’s up and running now too. We’re still seeing high volumes of calls on our reservations line but working to reduce wait times. We’re continuing to ask for your patience on the phones and appreciate your willingness to work with us. Again, please know we’re doing everything we can to accommodate as many customers as possible and we’ll continue to help in any way we can.
Dec 28, 2010, 6:03 pm
#13
Join Date: Dec 2010
Location: NYC
Programs: Delta PM/MM
Posts: 29
No Problem for me either. I called on Saturday before all of the flight cancellations and was rebooked for tomorrow with no problem. In fact the agent searched to find me V availability and confirmed me in first. Whenever IROPS occur, the difference between elite and everybody else is night and day.
Dec 28, 2010, 6:55 pm
#14
Join Date: Nov 2004
Location: Nashville
Programs: DL DM 3 MM AA PLAT HH Lifetime Diamond Marriott Plat AMB lifetime titanium Hertz PC
Posts: 6,187
Dec 28, 2010, 6:56 pm
#15
Join Date: Mar 2006
Location: SFO
Programs: DL DM/MM; UA Premier 1K; AA EXP; ICH Plat Ambassador
Posts: 1,565
The DM reaccommodation is pitiful. If you don't look out for yourself, you'll be stuck in a snowdrift. When I saw the forecast on 12/25, mid afternoon, I bought a new ticket on 12/26 to leave EWR in the AM instead of the PM. By the time I got the cancellation notice from DL 6 hours later, the link in the notice said no options were available. So did the DM line. The flight I was on had a couple empty seats and a lot of deadheading crew. I wonder whom they're protecting if it's not DM's on a B fare...
A similar thing happened 1.5 weeks ago in Europe. If I didn't notice that my flight to AMS had been canceled (and called the DM line to rebook), I would have been stuck there.
Just a couple more nails in the coffin of Diamond Medallion. I can't believe anyone within DL can take this program seriously.
A similar thing happened 1.5 weeks ago in Europe. If I didn't notice that my flight to AMS had been canceled (and called the DM line to rebook), I would have been stuck there.
Just a couple more nails in the coffin of Diamond Medallion. I can't believe anyone within DL can take this program seriously.