Silence from Delta regarding complaints
Jan 24, 2017, 1:39 pm
#1
Original Poster
Join Date: May 2011
Programs: Delta Diamond Medallion 1MM, Hilton Diamond, Marriott Gold, National Car Executive Elite
Posts: 550
Silence from Delta regarding complaints
I've submitted two complaints to Delta via the website in the past 1.5 weeks. Normally, past practice was the receipt of a generic acknowledgement, followed by some type of "specific" reply via email a few days later.
However, these times there have been no acknowledgement emails, and definitely no replies.
Anyone experiencing this? Is the website swallowing complaints nowadays? or some other type of glitch? (Not ready to think Delta is suddenly ignoring complaints...not yet anyway.)
However, these times there have been no acknowledgement emails, and definitely no replies.
Anyone experiencing this? Is the website swallowing complaints nowadays? or some other type of glitch? (Not ready to think Delta is suddenly ignoring complaints...not yet anyway.)
Jan 24, 2017, 1:42 pm
#2
Suspended
Join Date: Nov 2010
Location: MEM
Programs: Starbucks Green Card
Posts: 5,431
Same, I sent in something about a week and a half ago and haven't heard back either. It was relatively minor and I'm not expecting any compensation but I was expecting an acknowledgement.
Jan 24, 2017, 1:43 pm
#3
Join Date: May 2009
Location: Flying to a boat
Programs: DL DM/2MM, Bonvoy Titanium, Hertz PC
Posts: 823
After a series of flights 2 weeks ago, I submitted 3 separate comments via the website, regarding flight crews on 3 separate long haul flights. 2 were compliments, 1 was a complaint.
I received a call from a Delta CSR a few days later, who thanked me for the 2 compliments and asked for more detail on the complaint and apologized.
It was a very professional response
I received a call from a Delta CSR a few days later, who thanked me for the 2 compliments and asked for more detail on the complaint and apologized.
It was a very professional response
Jan 24, 2017, 2:01 pm
#4
Join Date: Sep 2012
Location: Pagus Bracbatensis, Kingdom of the Netherlands
Programs: DL SPlat, KLM Bump, Privium Plus, GOES
Posts: 2,066
One compliment submitted to Delta on 15 January. No receipt of a generic acknowledgement from Delta.
However got a boilerplate response from KLM on 19 January. Have some doubts that compliment will ever reach the Delta FA's concerned.
However got a boilerplate response from KLM on 19 January. Have some doubts that compliment will ever reach the Delta FA's concerned.
Jan 24, 2017, 2:12 pm
#5
Join Date: Feb 2013
Location: LAX
Programs: DL DM, 2 MM; OW Emerald; MVP Gold 100k;Marriott/SPG LTPlat; HH Diamond
Posts: 968
Same here, sent in complaint/question on 1/6, they called a left a voice msg on 1/19, email response on 1/20...much slower than in the past, but seems to be more personal with a call, voice message, then email, including thanking me for being a loyal Delta traveler since 1991...first time I've seen that.
Jan 24, 2017, 3:22 pm
#6
FlyerTalk Evangelist
Join Date: Jan 2012
Location: Northern Calif./Eastern Ida.
Programs: Amethyst Premier Plutonium Medallion
Posts: 20,642
I submitted a complaint from the website yesterday and received an auto-acknowledgement almost instantly. I haven't yet received any personalized reply.
Jan 24, 2017, 3:23 pm
#7
Join Date: Jul 2013
Location: MEM
Programs: DL DM, Hilton Gold, Marriott/SPG Gold, Hertz PC
Posts: 424
Maybe everyone should start submitting complaints complaining about the slow (or lack of) complaint acknowledgement from the complaints department and requesting compensation for a lack of commitment to quick common complaint handling.
Jan 24, 2017, 4:45 pm
#8
Suspended
Join Date: May 2013
Location: NYC
Programs: DL Diamond, AAdvantage EXP, Hyatt Explorist, HHonors Diamond, Avis First
Posts: 7,344
I Tweeted DL via DM about a small complaint not expecting anything and it was crickets for days.....I eventually wrote back and was like "Really......no response at all?"
Of course it was someone else that didn't reference chat history via DM and replied back with the most nonsensical response.
Of course it was someone else that didn't reference chat history via DM and replied back with the most nonsensical response.
Jan 24, 2017, 6:39 pm
#9
Join Date: Apr 2008
Posts: 104
Oh, you guys. You all just were in an extremely BAD LUCK situation! Delta always responds within 30 seconds or less. At least that's what some Delta fans here want you to believe. So don't you dare to question the operations of that marvelous airline!
Jan 24, 2017, 6:41 pm
#10
Join Date: May 2015
Posts: 2,881
I think it's about 7.5 days. Wait are you the one who thinks Delta should be forced at gunpoint to build a hub at YUL?
Jan 24, 2017, 6:44 pm
#11
Join Date: Dec 2002
Location: Twin Cities, Minnesota, USA
Programs: Delta DM / 1M, IHG Plat, HH Gold, Marriott Titanium, Hertz PC, Emerald Club Exec
Posts: 500
I didn't receive an instant acknowledgement to my last 2 communications via their web form. However, in about 2 weeks I received personal phone calls for each.
I really appreciated the personal touch and the resolution to the issues.
I really appreciated the personal touch and the resolution to the issues.
Jan 24, 2017, 6:59 pm
#12
FlyerTalk Evangelist
Join Date: Oct 2011
Location: ATL
Programs: DL Scattered Smothered Covered Medallion, Some hotel & car stuff, Kroger Plus Card
Posts: 10,745
Jan 25, 2017, 6:30 am
#14
Join Date: Jan 2005
Location: Washington, DC
Programs: DL DM/MM, and major hotels
Posts: 501
Yep, no response, no action. Called customer service, they keep kicking the can saying they've fixed the problem, but It will take 10 days to show. Never does. It's been over a month.