Anyone else notice that when you call Delta lately there are significant hold times? Granted, I'm just a lowly FO, but never had to hold more than a few minutes. Lately hold times have been > 1 hour (I have them call me back). This latest call I decided to stick it out because the hold time was only supposed to be 10 minutes. Well it has been 45 minutes and I am still waiting.
Bad enough that Delta's website is dumber than a box rocks, but now their phone customer service has gone stupid too? What gives? Anyone else notice this lately?
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Nope, but I am a biased DM. I called during the blizzard a couple of weeks ago and got a message about heavy call volume. After that message was over, my call was answered immediately.
Nope, but I am a biased DM. I called during the blizzard a couple of weeks ago and got a message about heavy call volume. After that message was over, my call was answered immediately.
You DM's have all the luck
It's funny actually, lately the agents I speak with are all "thanks for being a medallion member" in the beginning but that is about all they want to say and just try to get off the call as soon as possible. Not very helpful at all.
Most likely the call volume has gone up since the website got redone ... And in my opinion hosed up. Probably has more folks calling in ... At least that would be my guess as to you might be noticing greater hold times ...
Most likely the call volume has gone up since the website got redone ... And in my opinion hosed up. Probably has more folks calling in ... At least that would be my guess as to you might be noticing greater hold times ...
This is true. The website re-do has been horrible!
I tried calling yesterday around 4pm EST and the hold time was estimated at 15 minutes (also as an FO) - I don't usually wait on hold and either call back later, or request a callback. IMHO that callback feature is great!
Between the website and winter weather, the wait times have been a bit long, but don't seem that bad.
I'm PM now but never waited that long as an FO. I know that GMs and PMs dial the same #, however FOs use a separate line so it could be that those wait times increase during heavy call volume moreso than gold and platinum medallions. Obviously DMs have a dedicated call center and are in a league of their own.
I've called several times the past couple of weeks (trying to upgrade using skymiles), and not had to wait once!
I have had to call several times in the last two weeks and despite the recording indicating there might be a wait, my call was immediately answered.
Quote:
Originally Posted by jb008
...IMHO that callback feature is great!
Between the website and winter weather, the wait times have been a bit long, but don't seem that bad.
Glad to hear the virtual hold feature works great!
There are several major improvements that will be rolled out soon including a new IVR system, including my favorite feature: If you are calling from a phone number that is listed in your profile, the system will automatically recognize you and will no longer ask for your SkyMiles # and PIN but will automatically route your call based on your profile. I think this will be a HUGE improvement.
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Quote:
Originally Posted by atldlff
If you are calling from a phone number that is listed in your profile, the system will automatically recognize you and will no longer ask for your SkyMiles # and PIN but will automatically route your call based on your profile. I think this will be a HUGE improvement.
Any idea how this will work if you've listed a number that may also be used by others? Such as a business line, or even a home landline?
Hopefully if the phone number is associated with multiple accounts it will prompt for credentials, otherwise this seems like it's asking for annoyances at best or security issues at worst.
Actually now that I think about it, it's a security issue no matter what. Caller ID can fairly easily be spoofed.
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. <--- Grain of salt. Take with post as necessary.
I have had to call several times in the last two weeks and despite the recording indicating there might be a wait, my call was immediately answered.
Glad to hear the virtual hold feature works great!
There are several major improvements that will be rolled out soon including a new IVR system, including my favorite feature: If you are calling from a phone number that is listed in your profile, the system will automatically recognize you and will no longer ask for your SkyMiles # and PIN but will automatically route your call based on your profile. I think this will be a HUGE improvement.
