Introducing a new experience when you call Delta Reservations
Nov 13, 2013, 12:46 pm
#1
Company Representative - Delta Air Lines
Original Poster
Join Date: Oct 2012
Posts: 83
Introducing a new experience when you call Delta Reservations
Starting tomorrow, you will engage in a new, faster customer experience when you call Reservations. We’re introducing a more personalized service designed to recognize you and respond naturally to your voice.
To enjoy the convenience of our new Reservations experience, here’s what you need to know:
The end result is that you can simply pick up the phone and call us. We’ll connect the dots – which is great especially if you are dashing to get to the airport.
This new Reservations experience is part of our continued investment to provide you the very best in customer service. Be sure to log in and update your profile with your current phone number.
To enjoy the convenience of our new Reservations experience, here’s what you need to know:
The end result is that you can simply pick up the phone and call us. We’ll connect the dots – which is great especially if you are dashing to get to the airport.
This new Reservations experience is part of our continued investment to provide you the very best in customer service. Be sure to log in and update your profile with your current phone number.
Nov 13, 2013, 12:48 pm
#2
FlyerTalk Evangelist
Join Date: Sep 2007
Location: BOS
Programs: DL DM 2MM, Marriott LT Titanium, Hertz PC, Avis PC
Posts: 15,198
Thats cool 
In the event you are calling from an unregistered phone, are you still prompted to enter your SM# to get routed to the proper elite line?
In the event you are calling from an unregistered phone, are you still prompted to enter your SM# to get routed to the proper elite line?
Nov 13, 2013, 12:51 pm
#3
Join Date: Aug 2011
Location: SEA
Programs: DL DM, DL SkyClub, DL AmEx Plat, SPG +, Hilton Silver, Hertz, Thrifty BlueChip, NEXUS/GE
Posts: 586
Introducing a new experience when you call Delta Reservations
Awesome! Great work! This will be a nice improvement for sure!
Nov 13, 2013, 12:54 pm
#4
Join Date: Jul 2011
Location: ATL
Programs: Delta DM, 4MM, SC, AmEx Reserve, UA Plat, SPG/Marriott Platinum, Hertz Gold
Posts: 2,383
Maybe its just me but I don't really have a time issue with the reservation desk. Once putting in a SM number, routing to a DM agent is very quick and has been for a long while now. However, I find that I use DL Assist if I'm actually in transit much more often simply because the agents are, in my experience, much more accessible and much faster at resolving issues without complications. The time loss from the reservation line is every time I get the, "let me check on that and I'll be right back" hold of 5-10 minutes which I don't seem to experience with the Twitter reps.
Kudos though for looking for ways to improve performance by streamlining something as simple as linking a phone number to a SM#!
Kudos though for looking for ways to improve performance by streamlining something as simple as linking a phone number to a SM#!
Nov 13, 2013, 1:09 pm
#5
Join Date: Jun 2013
Programs: DL Plat, Hilton Diamond, Marriott Plat, IHG Plat, Hertz Prez Circle, National Exec
Posts: 1,357
Holy crap. Did Delta just introduce an enhancement that actually makes things better/easier for their customers? I'm so confused right now.
Unless "responds to your voice" means having to navigate through a bunch of menus before you can talk to a real person, that is. That would be more of the type of "enhancement" we're used to.
Unless "responds to your voice" means having to navigate through a bunch of menus before you can talk to a real person, that is. That would be more of the type of "enhancement" we're used to.
Nov 13, 2013, 1:48 pm
#8
Join Date: Dec 2011
Posts: 199
Yes, what we need is another system that automatically trusts the Caller ID and makes available private and/or costly services to someone who may have forged the Caller ID. I hope the reservations agents are going to make some reasonable attempt to verify the caller's identity.
Nov 13, 2013, 1:50 pm
#9
Join Date: Mar 2008
Location: BNA
Programs: Delta Silver (former GM, fighting way back), Paid Delta SC Member, Hertz Gold, Gold HHonors
Posts: 214
Yes, what we need is another system that automatically trusts the Caller ID and makes available private and/or costly services to someone who may have forged the Caller ID. I hope the reservations agents are going to make some reasonable attempt to verify the caller's identity.
Nov 13, 2013, 1:52 pm
#10
Join Date: Nov 2012
Location: New York, NY
Programs: Delta PM, Hyatt Plat, SPG Gold
Posts: 74
Is this where we are? Mildly applauding the simplest of IT successes that in all honesty should have been done years ago? I for one am interested in how they plan to confirm identity for things like ticket changes and charge authorization.
Nov 13, 2013, 2:16 pm
#12
Join Date: Aug 2008
Location: Hoschton, GA
Programs: Delta DM, SP Plat, Hilton Gold
Posts: 432
Nov 13, 2013, 2:24 pm
#15
Join Date: Jan 2010
Location: Boston, MA
Programs: DL Diamond, HHonors Diamond, National Executive Elite
Posts: 2,362
Yes, what we need is another system that automatically trusts the Caller ID and makes available private and/or costly services to someone who may have forged the Caller ID. I hope the reservations agents are going to make some reasonable attempt to verify the caller's identity.
AA has used a similar system for years. Are there widespread reports of fraud at that airline? I don't see how anyone could construe this development as anything but an improvement.