I was told a year or two back that they used alot of people who were travel agents and used to Delta's program to staff the chat.....not sure if they are DL employees or through an outsourced company or what which would make sense.......they should somewhat know reservation's systems but probably have NO clue about DL policies, etc.... My experiences have been about 50/50.....some good and some downright horrible.....the one thing I do like is that the issues I have had since there is a digital trail in the chat I can usually get the issue fixed if they mess something up bad enough.