Priority for FO when calling Delta?
 

So I tried to give Delta a call as non-member. Waiting time: 1:05hr - 1:50hr. Hung up, called the elite line, identified myself as FO. Waiting time: 1:05hr - 1:50hr. Huh? :confused:

Hey Delta, how about the 'priority' you advertise for silvers?
https://www.delta.com/content/www/en...mt-silver.html

I thought only Golds and above got the separate queue.

I though DL phased out FO?? Oh wait that is the next update. No FO is pretty meaningless

When you punch in your Sky Miles number it automatically places you in the correct call queue. The lower your status, the longer you wait. Waiting time as been longer lately due to weather (not currently an issue) but it is the busy season. Calling later in the day (when less agents are working) can add to the wait time

But they SAY FO gets priority. I just looked at the Medallion Benefits page, says:

Dedicated Phone line

FO Priority, GM, High Priority, PM, Higher Priority, DM, VIP

So, FOs SHOULD get the dedicated line, but my experience as an FO mirrors the OPs. Just before Sandy, I made the trip that pushed me to GM, but it took a day or two for the status to hit. I wanted to make a change and I called as an FO and the recording said I could request a callback and they would call me back in 8 hours. I went to the airport and changed it there.

The next day I wondered if I should push the return back later, if the electricity would be off, so I called. I was a GM by this time.

Enter your Skymiles number

Did that

Enter your PIN

Did that

Rings

"Gold Desk"

They told me I had changed it once and couldn't change it again, but as a GM I got through instantly, while as an FO I didn't have a hope.

So, this is another instance where Delta uses the word "priority" or something like that because words are cheap.

Sliver do have there own number to call in. Generally its much quicker than the standard line.

As for the delay, weather impacts it greatly.

Last Monday I called into the Silver line at 655PM CST to change my flight. I was given a message of 3 HRS and 16 Minutes and accepted a call back. Come 1030PM CST still no call back.

When calling again(1030PM) was told 4 HR 55 Minutes now but not prompted this time to have call back and instead placed in wait line for an agent. While on hold for 10 minutes made a last ditch to call my TA to see if they had quick in to Delta. During in trip progress they dont have access to $50 same day confirm change fee. My TA got through pretty quick.

Now the best part at 215AM Delta finally called me back from my 655PM Call back. It was awesome to get a wake up call 50 minutes before my alarm.

Call from the number on your Skymiles account and it will never ask for the number and instantly recognize you. I discovered this when calling from personal cell instead of my work cell on my Skymiles account.

Those two call were made in 2-3 minutes, so they were at the same time. I tried this one hour ago.
Sure I'll try later since it's not an emergency, but still. Obviously there's no priority at all, at least in this case. Why does Delta claim otherwise? I just don't understand.

I'm sure it is! :rolleyes: Since they've already even got rid of FO cards.
Jeez, now that's a slap for 1MMers who has silver status! :rolleyes:

You do have priority over nonelites. It just so happened that when you called, that "priority" still left you with a 1-2 hr wait time. As someone else said, you can call any DL CS number and when you enter your SkyMiles number or when it recognizes your caller ID, it automatically places you in the correct priority queue.

If it makes you feel any better, I have called during weather waivers before and had a 3 hr wait as a PM. In those situations, twitter and/or the callback feature are your friend. The callback feature actually works quite well IME.

OK, to clarify: I made these calls from a phone number which isn't in profile. In both cases they asked me SM number. First time I said "I don't have it", second - I actually entered it and heard a greeting by name.

Now I don't mean that FOs should be served instantly. After all, this is just lowly kettles with miserable spendings and mileage, why even bother and give an access to :-: Elite :-: line. :rolleyes: As PM and GM I've encountered huge waiting time a couple of times too. But it's not about waiting time itself, it's about not delivering promised service. (Please don't ask me to quote 'guaranteed' priority on the phone from that page. :D)

So... Delta, how about wiping out that page with Medallion benefits? I mean sure it's as redundant as award charts, right? :rolleyes::rolleyes::rolleyes:

And speaking seriously, it's so frustrating to see how SM gets worse and worse.

I'm confused - you called expecting the "FO line" but your profile says your a GM?

:confused:

Under normal circumstances, I never have to wait more than 10 minutes. Only once, during winter disruptions, the recording said 3.5 hours, but someone who was not a medallion also tried to call and the wait time was over 5 hours.

People don't always update their profiles when their status changes.

Which is partly the point I was (indirectly) making...

I never wrote I used my own SM number. I've dropped to FO in March though. :D I'll update, thanks for pointing out!

Just tried again, same thing, 30min hold for both non-member and FO.
This must be a new perk for FO - a chance to listen some music plus all crap about C+, D1 and other new marketing novations. :rolleyes: Ahh, I love delta. :)