ryandc99

I had a very simple question, what are the hours of the JAX airport. This proved to be quite daunting for the customer service rep. I highlighted some of the text for added affect.

customer : Is the JAX airport open 24 hrs???
Alina : Let me check that for you.
Alina : Delta counter information is open : 4:30 am – 11:00 pm daily.
customer : thats fine
customer : i am concerned with the airport itself
customer : if i arrive before 4:30 am
customer : is the airport open?
Alina : I am sorry. We do not have the information about the whole JFK airport.
customer : JFK?
customer : i asked for JAX
Alina : I am very sorry. I misread your question.
Alina : Just give me a moment.
Alina : The counter information is open from 4:15 am – 12:30 am Daily in LAX.
Alina : I am very sorry for the wrong information given earlier.
customer : no problem
customer : airport hours please?
Alina : I have already given you the counter information.
customer : you dont have airport hours
Alina : I am sorry. We have access to only the Delta airlines information and not the LAX airport information.
customer : hmm
customer : im sorry
customer : can you look at my original message
customer : the first one i sent
customer : it says JAX
Ryan : the airport i am looking for is JAX, not JFK, not LAX
Alina : 4:35 am - 7:15 pm Sun
4:15 am - 7:15 pm Mon-Fri
4:35 am - 6:00 pm Sat
Alina : The Delta counter information is open :
Alina : 4:35 am - 7:15 pm Sun
4:15 am - 7:15 pm Mon-Fri
4:35 am - 6:00 pm Sat
Alina : That will be in JAX. I am sorry for the inconvenience.
Ryan : Thanks
Alina : Ryan, you are welcome. It has been my pleasure assisting you today. Thank you for choosing Delta, we appreciate your business and have a great day.

itsaboutthejourney

textbook example of why some of us call it delta.dumb

kahuna613

That conversation resembles most of my phone calls to United Airlines...wow...

aclc

Who's on first?

jeff30189

To be fair, she is a DELTA customer service rep, not a JAX customer service rep. Unless she's in the airport or has access to the airport's hours, she probably cannot answer the question.

However, she should have just said "I'm sorry, I dont have that information available."

But I bet the OP can Google it and find out in less than 5 minutes.

Moebius01

But if you think about it, this is information they probably should have available for any airport Delta serves. Could be needed when dealing with delays (i.e. you're getting in after the last flight, and that airport does close so we'll need to get you to a hotel, etc...) or the like.

Wiirachay

I wonder if it was an AI bot. You should've asked the name of the airline that DL acquired recently, the name of the CEO, or the President of the US to see if the one replying to you was real or in the US.

sbagdon

Sort of resembles my Citibank calls.

Menu driven incident resolution. Match the question to something you know. If not, keep changing single words until you get a question that makes sense. Yet nowhere in the menu does it say "understand what the customer is asking".

SamOF

Honestly, an AI bot would have done better. It still wouldn't have given the airport hours, but likely wouldn't have reading comprehension problems.

3Cforme

The hilarious part is the OP's unknowing self-parody: this information is cataloged on delta.com under Traveling & Check-in, Airport Services.

http://www.delta.com/traveling_check...n/services/#FL

ADLFO

Wirelessly posted (Mozilla/5.0 (iPhone; U; CPU iPhone OS 3_1_2 like Mac OS X; en-us) AppleWebKit/528.18 (KHTML, like Gecko) Version/4.0 Mobile/7D11 Safari/528.16)

I'm just wondering why the OP cares about the hours at JAX while the OP is flying JFK-LAX.

jimrpa

In all fairness, the OP was looking for the hours that the AIRPORT is open. That website only lists "Ticketing hours". For example, it lists Daytona Beach with ticketing hours from 5 a.m. to 7 p.m., yet the airport is open much later than 7 p.m. because there are flights that arrive up until 10:30 p.m. or so.

socrates

the amount of kool-aid in this thread is shameful...the agent couldn't be bothered to read the request...doesn't matter if she did or didn't have the information...she didn't read the request

robbert

Anyone care to do a Turing test on the bot and report back? I had a very similar experience with a simple question on the AS website and I'm convinced this is some type of expert system.

diamondgirl57

Hi, some of the other posters here were correct, this information can be found by searching online. Out of curiosity, what is it you do for a living?