Originally Posted by HeadInTheClouds

Sorry for this rant…

But BOY has Delta fallen to the bottom of the pile in terms of phone customer service. I don’t mean to belittle any of the agents, who are genuinely quite nice IME. But I haven’t had an “experienced” or good agent now in at least ten calls. I continually get folks who are clearly just out of training - it’s very easy to tell. I feel like every call is to the general public line, versus any Diamond priority.

Not worth going into the details, but one gal almost seriously destroyed my reservation by not knowing what she was doing - I was astounded and had to “walk her back” to cancel her changes once I realized what was going on. Again, nice as can be, but they get lost as soon as a request gets complicated in the slightest.

Plus, every time it is at least 30 minutes for a callback. And then on every single call I have, the agent has to go to the “ticketing desk” - once you hear those words just add another 30 minutes to your hold time. Delta’s IT is just so utterly terrible that even simple exchanges are impossible online for us and for the novice agents. (These agents must work an 8 hour shift and handle a total of 16 calls - they sit there too when on hold for the ticketing desk.) “Diamond agents” are simply put, gone.

And this is absolutely NOT the case at UA or AA. I continue to get knowledgeable, competent agents on every call and their systems are infinitely better, which in turn means the agents can handle a call in a fraction of the time every call to Delta takes.

At least before you waited forever or had the Singapore option, and got through to a good agent. Now, every call is a journey … Godspeed.