The few times I’ve tried to use Chat, it was useless. Called and asked for a live agent, had to wait for a call back - and happy to do so - and problems were solved. The key - especially when your flight has been cancelled - is to have found alternatives to give to the agent when you have finally been connected.

Maybe I’m just lucky, but my experience with cabin crew over the last 3 years has been excellent. I do wish DL would be more proactive about sending e-mails and texts about flight cancellations.