Delta Blog - getting hammered with angry customers
Dec 28, 2010, 7:43 pm
#16
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Join Date: Jan 2001
Location: NYC
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Angry for what? I've had no trouble getting through to AA or using the website to make reservations and buy tickets. They can't make additional aircraft magically appear, but at least their customer service hasn't melted down. You are comparing apples and oranges.
Dec 28, 2010, 8:24 pm
#17
FlyerTalk Evangelist & Ambassador: China
Join Date: Aug 2005
Location: DEN
Programs: DL DM/MM, UA 1K, AA Exp, HH Dia, WOH Glob, IHG Plat, Marriott Gold, NA EE, Hertz PC
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I'm sure every airline had angry customers, but DL's are special as they point out issues like IT that could be worked on. Long holds on bad weather days are common for all airlines. IT is another matter.
Dec 28, 2010, 9:31 pm
#18
Join Date: Dec 2009
Location: PA, AK, or FL 350
Programs: Delta Ham Sammich, SPG, Hertz #1 Gold, Chalet Suites Matterhorn
Posts: 950
I do have to give them that... early Monday I got a cancellation notification (from TripIt, Delta's automatic notification came 45 minutes later but that's another issue) I called the Diamond line and it picked up after 1 ring, I entered my SM#, and had a new flight booked, with upgrades processed, within another minute. I do wish there had been an earlier flight, but I guess rebooking into the post-Christmas rush makes IROPS even tougher.
Glad I'm DM, because obviously the general customer service line has been in a major state of fail for the past 2 days, not to mention the website.
Glad I'm DM, because obviously the general customer service line has been in a major state of fail for the past 2 days, not to mention the website.
Dec 29, 2010, 9:20 am
#19
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Dec 29, 2010, 12:15 pm
#21
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Location: Bye Delta
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Dec 29, 2010, 12:55 pm
#22
Join Date: Jul 2010
Location: Boston & NYC
Programs: DL Diamond;AA Gold; UA Silver; HHonors Gold; SPG Plat
Posts: 350
You reference making a new reservation online: I was able to make a new reservation without any problem; I just couldn't locate an itinerary, make changes, select seats, etc. on DL.com.
Of course, then comes the actual job of flying: on that front it seems that DL was actually able to compete more flights into NYC than others over the past few days. AA literally threw in the towel yesterday and cancelled their complete schedule into LGA even though the airport was up and running.
Dec 29, 2010, 3:17 pm
#25
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Join Date: Apr 2002
Location: Madison, WI, USA
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I now have a pressing reason to use it. I just booked a last-minute trip in C to SIN, returning from HKG, but the last flight MSP-MSN is 9 hours after the incoming flight and I'd like them to change it to an earlier Y seat if possible.
But I'll try the number on the back of my Plat card and see what I get.
Dec 29, 2010, 3:57 pm
#27
FlyerTalk Evangelist & Ambassador: China
Join Date: Aug 2005
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Posts: 17,423
I guess I'm not so alarmed about the speed at which pickups happen, esp given the storm nightmares and amount of stranded pax. What is alarming about the posts is the real problems encountered with DL's IT. Things like not being able to book for other days, that's the real issue is the IT limitations.
Dec 29, 2010, 4:22 pm
#28
Join Date: Nov 2009
Location: Yellow Springs
Programs: AS 75k
Posts: 1,523
I've heard that there's been overload on the main number, and sometimes you are not asked for it.
I now have a pressing reason to use it. I just booked a last-minute trip in C to SIN, returning from HKG, but the last flight MSP-MSN is 9 hours after the incoming flight and I'd like them to change it to an earlier Y seat if possible.
But I'll try the number on the back of my Plat card and see what I get.
I now have a pressing reason to use it. I just booked a last-minute trip in C to SIN, returning from HKG, but the last flight MSP-MSN is 9 hours after the incoming flight and I'd like them to change it to an earlier Y seat if possible.
But I'll try the number on the back of my Plat card and see what I get.
Dec 29, 2010, 4:39 pm
#29
FlyerTalk Evangelist
Join Date: Apr 2002
Location: Madison, WI, USA
Posts: 14,162
I did get through with no problem using the Plat number, but any earlier flight, even in coach, bumped it up to 180K, so I'll have to wait and see, and if nothing shows up, I'll try to SDC to an earlier flight at MSP. I forgot to ask for the Diamond number, though. Drat.
Slow learner, you're amusing. Look at my post count.
Slow learner, you're amusing. Look at my post count.
Dec 29, 2010, 7:14 pm
#30
Suspended
Join Date: Jun 2009
Programs: Delta skymiles DM + 1MM
Posts: 8,144
The DM reaccommodation is pitiful. If you don't look out for yourself, you'll be stuck in a snowdrift. When I saw the forecast on 12/25, mid afternoon, I bought a new ticket on 12/26 to leave EWR in the AM instead of the PM. By the time I got the cancellation notice from DL 6 hours later, the link in the notice said no options were available. So did the DM line. The flight I was on had a couple empty seats and a lot of deadheading crew. I wonder whom they're protecting if it's not DM's on a B fare...
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