Originally Posted by redtailshark

Wow! CS at DL is truly, really, unbelievably bad!!

Trying to change res from abroad, family member cannot perform operation online, repeatedly told by web agent to perform operation online again, talking straight past the response that includes pasted response text from their own website. A number of attempts made to engage in productive dialog with clear explanation of problem and needs. But, no engagement at all. Truly astonishing! Very frustrating, this will embroil family member in lengthy I said/you said correspondence with DL after the flight.

The responses feel like a disempowered Indian subcon IT worker reading, or pasting, the script into the system.

This is just a total waste of everyone's time.

DL CS is just plain useless. And no, it's not about NW's - although theirs was much better. This is much worse than even nonelite CS my family member has received from, for example, WN, US and VS etc.

Response: obviously, all discretionary and high-rev business will be steered elsewhere. Who needs this?

If only Jeff had to try to do these things with his own system and depended on the results to refund into his own pocket.