Excessive hold times to speak to a elite line phone rep
 

I have been calling the elite line at different times (AM & PM) all this week to discuss an existing itinerary and every single time I hear a recording that the wait time will be 15-20 minutes. Has anyone else experienced this issue?

Ongoing issue. Welcome to the new DL. As an FO and now GM I've had the same problem. Try @DeltaAssist via Twitter. Much quicker.

The PM line has been slow this week, but the weather on the east coast has been miserable.

Excessive hold times to speak to a elite line phone rep
 

So if you don't have a Twitter account you have to stay on hold forever? That is unacceptable!

+1. I've actually considered signing up for twitter for the sole purpose of @DeltaAssist, since so many here are complimentary of it. But it's absurd to have to do so.

DL Assist is the only reason I have a Twitter account. They are also my only follower!

Agreed.

But Virginia Ave appears to have decided that your long hold times do not cost them enough to warrant solving the problem.

Customer focus means focusing on which part of the back is available for knife insertion.

I actually did sign up for a twitter account and had someone teach me how to use it for this purpose. They are good/quick and MOST IMPORTANTLY, seem to be the ONLY people who know how to apply an SWU properly for the waitlist priority (DL - shameful that phone elite agents can't do this right)

I called the PM line yesterday and was pleasantly surprised to have an agent answer almost immediately.

+1

I almost always use the callback feature when I need to talk to a live person about something. It works quite well and they're usually a couple minutes early for their estimated callback time.

Unfortunately, the callback feature doesn't work at well with my wife. She refuses to make phone calls or listen to VMs and will only accept text messages or Google chat. :rolleyes:

Same here. I've gotten tired of the 15 minute wait for the FO line.

I just got through in 30 seconds as a PM

Welcome to the new age of customer service. As the marketplace shrinks due to mergers and shrinking competitive landscape brands realize they can cut back on customer service and call centers because the grass is just as brown and crappy on the other side. So where are we all to go? UAL? AA? Granted, I find AA to have much better customer service IMO than DL.

But the point remains: DL (and the rest) could care less how long we have to hold because we have very little options with where else to go.

I use the call back feature if it's offered. And Twitter works nicely. Much nicer than working over the phone and having no record of what was discussed.

About 10-20 sec today.