Delta customer service hold times
May 1, 2018, 8:36 pm
#1
Original Poster
Join Date: Apr 2016
Location: SLC
Programs: Delta, Hilton
Posts: 39
Delta customer service hold times
I used to almost enjoy calling Delta customer service because I usually got right through, but my batting average over the last 6 months has been awful - more often than not, I'm being told "hold time greater than two hours". Granted I dropped from Gold to Silver this year, but I don't remember having this problem when I was silver the year before that. I get it when there is some huge noreaster, but I'm not sure what cataclysmic event is happening tonight that the hold time is so damn long (>2 hours). Has anyone else noticed a dramatic change in hold times? Is the difference in service between gold and silver dramatic?
Finally, I heard in the past that Asian call centers could be an alternative that offer good service. Is it possible to call a different call center about a domestic US itinerary and if so, where do you recommend?
Finally, I heard in the past that Asian call centers could be an alternative that offer good service. Is it possible to call a different call center about a domestic US itinerary and if so, where do you recommend?
May 1, 2018, 8:42 pm
#2
Join Date: May 2015
Location: DCA
Programs: AA EXP, DL FO, Marriott Titanium
Posts: 6,712
I have noticed the same. It’s no longer an instant pickup as a PM. Usually a few minute wait each time.
I’d guess that DL has quietly downsized its CS staff. Silly, since DL has the least useful online tools of all the carriers. It’s frustrating.
I’d guess that DL has quietly downsized its CS staff. Silly, since DL has the least useful online tools of all the carriers. It’s frustrating.
May 1, 2018, 9:05 pm
#3
FlyerTalk Evangelist
Join Date: Nov 2004
Location: 45° North
Programs: DL DM MM, HH Diamond
Posts: 10,196
Yes you can call. Singapore reservations is usually good. Call via Skype. IIRC they are open 24 hours.
May 1, 2018, 9:58 pm
#4
FlyerTalk Evangelist
Join Date: Jun 2015
Location: Back in Reds Country (DAY/CVG). Previously: SEA & SAT.
Programs: DL PM 1MM, AA PLAT, UA Silver, Marriott Bonvoy Titanium
Posts: 10,334
I used to almost enjoy calling Delta customer service because I usually got right through, but my batting average over the last 6 months has been awful - more often than not, I'm being told "hold time greater than two hours". Granted I dropped from Gold to Silver this year, but I don't remember having this problem when I was silver the year before that. I get it when there is some huge noreaster, but I'm not sure what cataclysmic event is happening tonight that the hold time is so damn long (>2 hours). Has anyone else noticed a dramatic change in hold times? Is the difference in service between gold and silver dramatic?
Finally, I heard in the past that Asian call centers could be an alternative that offer good service. Is it possible to call a different call center about a domestic US itinerary and if so, where do you recommend?
Finally, I heard in the past that Asian call centers could be an alternative that offer good service. Is it possible to call a different call center about a domestic US itinerary and if so, where do you recommend?
AF is a decent airline when they’re actually flying but the issue is that they’re on strike so often that booking on AF is now a serious risk.
May 2, 2018, 5:30 pm
#5
Join Date: Nov 2004
Location: Nashville
Programs: DL DM 3 MM AA PLAT HH Lifetime Diamond Marriott Plat AMB lifetime titanium Hertz PC
Posts: 6,187
Yes even as a DM today and yesterday it has been about 10 minutes. Where are I rarely heard anything except with major weather delays.
May 2, 2018, 6:30 pm
#6
Join Date: Feb 2016
Programs: DL DM, SPG Plat 100/LT Gold, Marriott Plat, National Executive Elite
Posts: 2,988
Is the OP talking about getting through to post-travel Customer Service or pre/during travel Reservations? These are two different groups with different hold times.
May 2, 2018, 7:32 pm
#7
Original Poster
Join Date: Apr 2016
Location: SLC
Programs: Delta, Hilton
Posts: 39
I was talking about calling to change a reservation. A two hour schedule change to one of my flights required me to call. The other thing that is weird is that my calls are handled totally differently even though I’m calling the same number. When I called again this morning I got totally different automated questions and the system offered to call me back when it was my turn, which didn’t happen last night.
May 3, 2018, 7:13 am
#8
Join Date: Mar 2015
Posts: 2
Ridiculous Platinum Customer Service from Delta
I have also been experiencing extraordinarily long wait times with the US Platinum Customer Service desk. Most of the time it's 50 minutes or so, but I've had to wait over an hour and a half for a call back.
I saw a suggestion on this site to call the Korean line, so I did. Sure enough, I waited no longer than 2 minutes for a callback.
Delta, you'd better get your call bank situation fixed. I'm not happy, and I'm sure that a lot of other people are not happy as well!
I saw a suggestion on this site to call the Korean line, so I did. Sure enough, I waited no longer than 2 minutes for a callback.
Delta, you'd better get your call bank situation fixed. I'm not happy, and I'm sure that a lot of other people are not happy as well!