Apologies if discussed but I could not find any threads...

DL it seems has a new procedure for the Help Desk locations at ATL (and SLC as well from the drop down on the satisfaction survey I got afterward). You cannot just join the line.

I had a rebooking situation this weekend (my own fault - I missed a flight out of TPA by a couple minutes... plane sat there after departure time for 20 minutes, but I know my seat was given away and that's life... if you don't miss a flight every once in awhile, you're spending too much time in the airport). Gate agent and two red coats at the gate refused to assist me, as did the agent who came up the jetway ("Call Delta") but that's another thing....

I rebooked to a different destination taking a downgrade so the app wouldn't give me boarding pass for my new connection. Went to Help Desk at ATL... Nobody in line, four agents sitting (A16-ish).

I went to enter the line and an agent stopped me. "You can't do that." I just need a boarding pass.

You MUST scan the QR code on the tall sign at queue entrance. It brings up an online line wait management tool (similar to what you'd see at some restaurants). Must select what your issue is, type in your name, email, phone, and PNR then submit. I got 3 emails and 2 text messages. One of which advised me I was number 7 in line.



About a minute later, the queue agent with an iPad called my name and told me to join the completely empty queue. I had to of course rehash what I needed, name, PNR, all that to the agent at the desk to have my boarding pass printed. And she made me show her that I wasn't able to do it on my app. I'm only a Gold on Delta so I don't fly that much, but I think I would have avoided seeing an agent if I was able to self help.

I got two surveys over email and one over text. I rated the experience as poor.

Is this what Ed's CES speech will be about? Delta spent how much money on consultants and "customer advocates" to somehow take the most basic customer transaction in the airline business and make it take 8 times longer than it did 20 years ago.... I could see the value in an IROP situation maybe but only if they're using it to triage who needs help (like sorting by priority of need). But on a clear sky day with zero people in line? What if you don't have a smart phone? What if you aren't savvy as many of us to scan a code and fill out a web form quickly?

Funny thing, when I turned my phone back on after landing in Alabama, I got a text and email saying it was my turn to be helped.