In my opinion, the ridiculously long wait times (which now seems to be a daily occurrence) is going to hurt DL more than they think. I had to call the PM line last night to make a change (website errored out and wouldn’t let me change online ) and the wait time was 2 hours and 30 mins which is unacceptable for the PM line as none of the other major airlines are having this issue right now. DL PR and management keep saying how they are building a new customer “loyalty” with their COVID measures and seat blocking and these customers are now going to start flying DL at a “premium” which is nonsense IMO as people value price and customer service over these gimmicks such as seat blocking which is only a temporary offering. As people get vaccinated and seat blocking ends, issues like long hold items and poor in-flight service aren’t going to make people “pay a premium” to fly on DL.