Just how much do DL CSR's know about us?
Oct 29, 2014, 8:33 am
#18
Join Date: Sep 2006
Location: Santo Domingo, Dom. Rep. / Washington, DC
Programs: AA PPro/DL PLT, PPass, Marriott / Hilton Gold, JetBlue Mosaic, Hertz Presidents Circle, Amex Plat
Posts: 4,631
Earlier this year during the winter storms affecting JFK flights, I had to deal with a customer service agent who didn't want to rebook me despite having my flight cancelled and an alternate flight without connecting through JFK. At the end of the call, the agent asked if there was anything else she could help me with, I said "No" and hung up while she was doing her "thank you for being a silver medallion blah blah" speech. After sorthing things out at the airport, the check-in agent told me "Looks like you hung up on the telephone agent"... So yeah, they add info to our record, for good or for bad.
Oct 29, 2014, 8:38 am
#19
Join Date: Apr 2005
Location: New York, western US
Programs: DM/3MM
Posts: 4,246
Earlier this year during the winter storms affecting JFK flights, I had to deal with a customer service agent who didn't want to rebook me despite having my flight cancelled and an alternate flight without connecting through JFK. At the end of the call, the agent asked if there was anything else she could help me with, I said "No" and hung up while she was doing her "thank you for being a silver medallion blah blah" speech. After sorthing things out at the airport, the check-in agent told me "Looks like you hung up on the telephone agent"... So yeah, they add info to our record, for good or for bad.
And DL's increasing rules complexity, bad IT (and lack of tools like EF), and perhaps bad training are just making this worse.
Oct 29, 2014, 8:43 am
#20
Join Date: Sep 2006
Location: Santo Domingo, Dom. Rep. / Washington, DC
Programs: AA PPro/DL PLT, PPass, Marriott / Hilton Gold, JetBlue Mosaic, Hertz Presidents Circle, Amex Plat
Posts: 4,631
Which basically means that no matter how surly or incompetent the agent is, we, the customer, need to be on our best behavior, else something could get noted in our "record"...and those notes are by definition one-sided.
And DL's increasing rules complexity, bad IT (and lack of tools like EF), and perhaps bad training are just making this worse.
And DL's increasing rules complexity, bad IT (and lack of tools like EF), and perhaps bad training are just making this worse.
I think the agent should have put as well "Customer waited 3 hours on the line before I was able to answer his call".
Oct 29, 2014, 9:09 am
#21
Suspended
Join Date: Dec 2009
Location: HKG
Programs: DL FO, UA, AA, AsiaMiles, SPG, HHonors
Posts: 7,982
I think a lot of people do this, but the previous comment about a CSR seeing your online activity is even more disturbing....
How many people search for awards, fares, deals, etc, without signing into their account or using a privacy setting or multiple different browsers so that Delta.com can not use our information against us by increasing fares to what we're "willing to pay" etc.?
Am I paranoid?
How many people search for awards, fares, deals, etc, without signing into their account or using a privacy setting or multiple different browsers so that Delta.com can not use our information against us by increasing fares to what we're "willing to pay" etc.?
Am I paranoid?
Oct 29, 2014, 9:14 am
#22
Suspended
Join Date: Dec 2009
Location: HKG
Programs: DL FO, UA, AA, AsiaMiles, SPG, HHonors
Posts: 7,982
Earlier this year during the winter storms affecting JFK flights, I had to deal with a customer service agent who didn't want to rebook me despite having my flight cancelled and an alternate flight without connecting through JFK. At the end of the call, the agent asked if there was anything else she could help me with, I said "No" and hung up while she was doing her "thank you for being a silver medallion blah blah" speech. After sorthing things out at the airport, the check-in agent told me "Looks like you hung up on the telephone agent"... So yeah, they add info to our record, for good or for bad.
Oct 29, 2014, 9:29 am
#23
Join Date: May 2006
Location: Chicago
Programs: DL DM - AA 1.6MM UA 1.2MM - Recovering UA UGS and AA CK - Hilton LTD, Marriott LTP, SPG LTP
Posts: 289
Unless you use an entirely different browser, use a "private browsing" feature or clear your cookies before every search, it doesn't matter if you are logged in or not. If you were the last person to log in with that browser, they know it's you.
Oct 29, 2014, 9:47 am
#24
Suspended
Join Date: Dec 2009
Location: HKG
Programs: DL FO, UA, AA, AsiaMiles, SPG, HHonors
Posts: 7,982
Very true. I don't let DL give me cookies, except Dancing Deer on board.
Oct 29, 2014, 11:27 am
#25
FlyerTalk Evangelist
Join Date: Apr 2009
Location: Bye Delta
Programs: AA EXP, HH Diamond, IHG Plat, Hyatt Plat, Marriott Plat, Nat'l Exec Elite, Avis Presidents Club
Posts: 16,278
Oct 29, 2014, 11:38 am
#26
In memoriam, FlyerTalk Evangelist
Join Date: May 2005
Location: PIT
Programs: DM life is over 2MM PM now & NW MillionAir Wyndham Rewards Plat -Hotels.com Silver -Accor Silver
Posts: 15,408
Waaaaay back in the days of the Red Planes, I'm sure many of you remember 
. . . .
I called up once about a ticket I had just purchased. I don't remember the exact details, but the conversation went something like this:
Me: Hi, this is DaveTravels calling. Do you have a list of my current trips.
Agent: Yes, I do! Can I help you?
Me: Do you see the trip that I just purchased?
Agent: Yes, and I see a LOT of trips you were shopping for, but DIDN'T PURCHASE!!!
I was SHOCKED!!
Is it possible that NW had a more up-to-date, and futuristic IT system than DL currently has?????
. . . .I called up once about a ticket I had just purchased. I don't remember the exact details, but the conversation went something like this:
Me: Hi, this is DaveTravels calling. Do you have a list of my current trips.
Agent: Yes, I do! Can I help you?
Me: Do you see the trip that I just purchased?
Agent: Yes, and I see a LOT of trips you were shopping for, but DIDN'T PURCHASE!!!
I was SHOCKED!! Is it possible that NW had a more up-to-date, and futuristic IT system than DL currently has?????
Oct 29, 2014, 11:51 am
#27
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
DL, just like AA, UA and any other self-respecting customer-facing organization, collects, analyzes and spits back information. Your spending habits, who pays for your travel, whether you can pay for premium cabin and so on.
Oct 29, 2014, 1:06 pm
#29
FlyerTalk Evangelist
Join Date: Oct 2011
Location: ATL
Programs: DL Scattered Smothered Covered Medallion, Some hotel & car stuff, Kroger Plus Card
Posts: 10,745
Wasn't there a story a while back about Target stores having so much customer purchase data that they were able to guess to a shocking degree of accuracy that a person was pregnant before even she knew for herself?
Oct 29, 2014, 1:15 pm
#30
Join Date: Sep 2013
Location: CHI
Posts: 501