Excessive hold times to speak to a elite line phone rep
Jun 28, 2013, 8:50 am
#1
FlyerTalk Evangelist
Original Poster
Join Date: Sep 2000
Programs: DL FO, Marriott Gold, SPG Gold
Posts: 12,003
Excessive hold times to speak to a elite line phone rep
I have been calling the elite line at different times (AM & PM) all this week to discuss an existing itinerary and every single time I hear a recording that the wait time will be 15-20 minutes. Has anyone else experienced this issue?
Jun 28, 2013, 8:55 am
#2
Join Date: Feb 2012
Location: LAX
Programs: DL PM | Marriott Gold | Alaska Gold
Posts: 758
Ongoing issue. Welcome to the new DL. As an FO and now GM I've had the same problem. Try @DeltaAssist via Twitter. Much quicker.
Jun 28, 2013, 9:12 am
#5
Join Date: Nov 2010
Posts: 53
Jun 28, 2013, 9:21 am
#7
FlyerTalk Evangelist
Join Date: Jun 2008
Programs: Formaldehyde Medallion DL DieMiles
Posts: 12,646
But Virginia Ave appears to have decided that your long hold times do not cost them enough to warrant solving the problem.
Customer focus means focusing on which part of the back is available for knife insertion.
Jun 28, 2013, 9:27 am
#8
Join Date: Jul 2004
Location: NYC
Programs: DL PM, DL MM
Posts: 4,246
I actually did sign up for a twitter account and had someone teach me how to use it for this purpose. They are good/quick and MOST IMPORTANTLY, seem to be the ONLY people who know how to apply an SWU properly for the waitlist priority (DL - shameful that phone elite agents can't do this right)
Jun 28, 2013, 10:08 am
#9
Join Date: Nov 2012
Location: ATL
Programs: Bonvoy Ambassador, Hyatt Globalist, Hilton Gold, AA EXP, UA Silver, former DL DM
Posts: 2,001
Jun 28, 2013, 10:18 am
#10
FlyerTalk Evangelist
Join Date: Oct 2011
Location: ATL
Programs: DL Scattered Smothered Covered Medallion, Some hotel & car stuff, Kroger Plus Card
Posts: 10,745
I almost always use the callback feature when I need to talk to a live person about something. It works quite well and they're usually a couple minutes early for their estimated callback time.
Unfortunately, the callback feature doesn't work at well with my wife. She refuses to make phone calls or listen to VMs and will only accept text messages or Google chat.
Unfortunately, the callback feature doesn't work at well with my wife. She refuses to make phone calls or listen to VMs and will only accept text messages or Google chat.
Jun 28, 2013, 1:31 pm
#13
Join Date: Feb 2012
Location: LAX
Programs: DL PM | Marriott Gold | Alaska Gold
Posts: 758
Welcome to the new age of customer service. As the marketplace shrinks due to mergers and shrinking competitive landscape brands realize they can cut back on customer service and call centers because the grass is just as brown and crappy on the other side. So where are we all to go? UAL? AA? Granted, I find AA to have much better customer service IMO than DL.
But the point remains: DL (and the rest) could care less how long we have to hold because we have very little options with where else to go.
But the point remains: DL (and the rest) could care less how long we have to hold because we have very little options with where else to go.