Issues with Delta Phone Lines
May 16, 2017, 7:17 am
#1
Original Poster
Join Date: Dec 2011
Programs: Delta Flyer
Posts: 227
Issues with Delta Phone Lines
<representative--Representative--REPRESENTATIVE!>
Tried to call the medallion line today--instead of the typical "Welcome back ___" I got a voice message asking me to identify why I am calling.
One hour wait too! What am I missing?
Tried to call the medallion line today--instead of the typical "Welcome back ___" I got a voice message asking me to identify why I am calling.
One hour wait too! What am I missing?
May 16, 2017, 8:19 am
#2
FlyerTalk Evangelist
Join Date: Sep 2003
Location: San Antonio
Programs: DL DM, Former AA EXP now AY Plat, AC 75K, NW Plat, Former CO Gold, Hilton Diamond, Marriott Titanium
Posts: 27,042
Are you calling from outside the US, or using a different number for DL then normal? I know when I'm outside the US depending on the country I'm calling from on my cell they may/may not recognize my phone #
May 16, 2017, 8:21 am
#3
Join Date: Dec 2012
Location: DFW
Programs: DL PM, UA Silver, AA Gold, Marriott PP
Posts: 97
It happens to me every once and a while. Anytime I don't hear the "Welcome back ____" I get a long wait time. If I hang up and call back I'll get the welcome and a drastically reduced wait time.
What I belive is happening is every once and a while the caller ID info didn't make it though to the Delta system for some reason (so it doesn't identify you) so you got the normal line instead of the medallion line (hence the hang up and call back shortening the time)
EDIT: If you are calling from a number not in your myDelta profile you need to use the dedicated medallion number, not the generic 800-323-2323. "If you are a Medallion® Member, check the Contact Us section in the Fly Delta mobile app for your dedicated phone line. Have your SkyMiles account number available to expedite your call."
What I belive is happening is every once and a while the caller ID info didn't make it though to the Delta system for some reason (so it doesn't identify you) so you got the normal line instead of the medallion line (hence the hang up and call back shortening the time)
EDIT: If you are calling from a number not in your myDelta profile you need to use the dedicated medallion number, not the generic 800-323-2323. "If you are a Medallion® Member, check the Contact Us section in the Fly Delta mobile app for your dedicated phone line. Have your SkyMiles account number available to expedite your call."
May 16, 2017, 8:23 am
#4
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Join Date: Sep 2009
Location: Minneapolis: DL DM charter 2.3MM
Programs: A3*Gold, SPG Plat, HyattDiamond, MarriottPP, LHW exAccess, ICI, Raffles Amb, NW PE MM, TWA Gold MM
Posts: 100,413
Even if caller ID doesn't work, shouldn't the system ask for your DL FF number and then recognize you from that, therefore sending the call to the correct elite line/queue?
May 16, 2017, 8:32 am
#5
Join Date: Dec 2012
Location: DFW
Programs: DL PM, UA Silver, AA Gold, Marriott PP
Posts: 97
So, out of curiosity, I just tried on a phone I don't have in my profile. The generic number does not ask for your FF number (I even tried saying "medallion" but that didn't get me anywhere) . I then called the dedicated Platinum number and it started by asking for my FF number. So I believe it is dependent on the number you call.
May 16, 2017, 8:36 am
#7
FlyerTalk Evangelist
Join Date: Sep 2003
Location: San Antonio
Programs: DL DM, Former AA EXP now AY Plat, AC 75K, NW Plat, Former CO Gold, Hilton Diamond, Marriott Titanium
Posts: 27,042
I've noticed it also depends on where the call is routed. I've gotten different messages/recognition when calling the DM line depending on which center is picking up.
Jun 7, 2017, 11:20 am
#9
Join Date: Aug 2014
Posts: 45
For years the phone system automatically recognized me, but starting a few months ago I no longer receive the "Welcome back..." message and have to go through a series of prompts. My phone number has not changed, and it is still correct in my profile.
Last time I called in I asked if they could see my phone number, and they said yes, the number I was calling from matched what is in my profile, but didn't know why it wouldn't automatically recognize me.
Anyone have a similar issue and figure out how to resolve?
Last time I called in I asked if they could see my phone number, and they said yes, the number I was calling from matched what is in my profile, but didn't know why it wouldn't automatically recognize me.
Anyone have a similar issue and figure out how to resolve?
Jun 7, 2017, 12:50 pm
#10
Join Date: Nov 2009
Programs: DL PM 1MM
Posts: 3,440
For years the phone system automatically recognized me, but starting a few months ago I no longer receive the "Welcome back..." message and have to go through a series of prompts. My phone number has not changed, and it is still correct in my profile.
Last time I called in I asked if they could see my phone number, and they said yes, the number I was calling from matched what is in my profile, but didn't know why it wouldn't automatically recognize me.
Anyone have a similar issue and figure out how to resolve?
Last time I called in I asked if they could see my phone number, and they said yes, the number I was calling from matched what is in my profile, but didn't know why it wouldn't automatically recognize me.
Anyone have a similar issue and figure out how to resolve?
Log back on to DL.com and update the phone number in your profile, save. See if that helps.
Jun 7, 2017, 3:24 pm
#11
Join Date: Dec 2013
Location: Boston
Programs: DL PM/1 MM, Bonvoy LTT
Posts: 100
Probably not the case here, but I was also told that if your phone number is associated with a second skymiles number, the system may not recognize one and/or route you to a non-medallion number. (I realize this is a strange and very rare scenario, but a rep mentioned this as a problem when I signed my newborn up for a skymiles account and I had to associate a phone number with the account.)