I just had my worst-ever customer service experience with Delta … via their messaging support on their app. Appallingly bad. Shockingly bad!

I had a simple request: I booked a WS flight (operated by WS) through Delta, using my SkyMiles. I had all of the details, including - obviously - my DL locator number.

But since the flight is operated by WS, I needed their locator number (in order to do things like select seats, check in, upload COVID tests).

I explained it to the agent via text. A pretty simple request.

The conversation turned into a frustrating, hour long text exchange … an airline version of “Who’s on first?”:

Her: So you want the flight number? It’s WS 1234

Me: No, I know the flight number. I just gave you the flight number. I want the WestJet locator number for the reservation.

Her: Oh, ok! That is ABCDEF. Is there anything else I can help you with?

Me: No, that’s the Delta locator number. I also already gave that to you. Just a minute ago. I need the WestJet locator.

Her: Oh. There is only ever one number. It’s ABCDEF.

Me: No, there will be two different numbers. One from Delta, that I gave you. And another different one, from WestJet, for the same reservation in their system. I need that.

Her: Do you want flight information? You can call (a Delta toll free #)

Me: No. I don’t need flight information. I gave you all the flight information. I need the locator number. And that phone number you gave me is Delta. The flight isn’t operated by Delta.

Her: What I suggest is contact the one who issued your ticket. They should have give you the locator number.

Me: DELTA ISSUED THE TICKET. I TOLD YOU THAT. YOU ARE DELTA.

Her: Would you like me to help with seat selection?

Me: You can’t! The flight is operated by WestJet!! That’s why I need the WestJet locator number! I need it so I can select my seat with them!!

Her: The locator number is ABCDEF.

Me: I GAVE THAT TO YOU MYSELF. THAT’S THE DELTA NUMBER. THAT’S NOT WHAT I’M ASKING FOR.

It went on like that for an hour, even though I asked her to escalate to someone else twice.

She offered me the flight number a couple more times. She kept insisting there’s only ever one locator number for a ticket (totally false). I felt like I was explaining how airline tickets work to a child.

Was it a bot, or poorly functioning AI? Nope! I’m pretty sure it was a real, live human. There were too many spelling and grammatical mistakes for it to have been a machine.

It was a human who was utterly clueless, and totally ill equipped to do her job. Aaaarrrrrggghhh.