SkyClub agents are powerless
Apr 10, 2019, 7:21 am
#16
Join Date: Jul 2005
Location: MKE
Programs: DL 2 MM
Posts: 905
DM/HVC are entitled to the Westin at DTW. Anyone else gets whatever the system gives. However not all agents know this. More than once ive jad to take my voucher for whatever jumk hotel, go up to checkin, and get an agent to change it to the Westin. SC/desks inside international arrivals are the two places I've had good luck getting right off the bat. It was here I learned about getting the Westin. Flight landed late from PVG. Jad been rebooked already and hotel voucher issued. Agent was horrified when Days inn printed out instead of Westin. Called a number and chewed them out about not sending a DM/HVC to Westin.
Apr 10, 2019, 7:23 am
#17
Join Date: Aug 2004
Location: Kansas City, USA
Programs: AA Gold, Delta Platinum, Marriott Titanium, IHG Plat, AVIS Preferred, Hilton Diamond
Posts: 2,066
LGA SC is the worst for trying to make a change. I was told to call the Platinum line because the agent flat out couldn't help me. Such great service, lol
Apr 10, 2019, 7:42 am
#18
FlyerTalk Evangelist
Join Date: Jun 2001
Programs: DL 1 million, AA 1 mil, HH lapsed Diamond, Marriott Plat
Posts: 28,190
I wonder if DL has some customer value rating (beyond Medallion status) like AA has long had (one's Eagle score). It's easier to say 'I can't do that' than 'Delta has decided you're not worthy.'
Apr 10, 2019, 8:24 am
#19
Join Date: Mar 2015
Posts: 1,620
With that said, the FLL SkyClub is truly tops, they have gone above and beyond for me many times and do with a smile, truly exemplary group of employees.
Apr 10, 2019, 10:31 am
#20
Join Date: Mar 2010
Programs: DL PM, Bonvoy Gold
Posts: 8,414
It highly depends on the agent, IME.
This is also, IME, one place that years of experience really pays off. Agents who have been at it for years tend to know the tricks. Agents who know what they are doing can make lots of things happen, and it seems to have very little to do with where they work. There are GA's, check in agents, phone agents and SC agents who know all the loopholes, and who know who to call in management (and have the relationship with them) to get favors when needed. And there are plenty who don't or who are at least unwilling to try, or who are just to new.
This is also, IME, one place that years of experience really pays off. Agents who have been at it for years tend to know the tricks. Agents who know what they are doing can make lots of things happen, and it seems to have very little to do with where they work. There are GA's, check in agents, phone agents and SC agents who know all the loopholes, and who know who to call in management (and have the relationship with them) to get favors when needed. And there are plenty who don't or who are at least unwilling to try, or who are just to new.
Apr 10, 2019, 11:17 am
#21
Join Date: Dec 2010
Location: Washington, DC
Programs: Delta PM, Delta Reserve, Amex Plat, Bonvoy Gold, Hilton Diamond, Starbucks Gold ;)
Posts: 1,775
I think this may be agent/club dependent. I've always had great luck with the agents at DCA, ATL (T, E, F), SLC, LAX, MCO, JFK.
As with anything, I find the more friendly and understanding I am the better the service I receive when traveling.
As with anything, I find the more friendly and understanding I am the better the service I receive when traveling.
Apr 10, 2019, 11:41 am
#22
Join Date: Mar 2010
Programs: DL PM, Bonvoy Gold
Posts: 8,414
Apr 10, 2019, 2:07 pm
#23
Join Date: Dec 2004
Location: LHR / BHX / MAN / ATL
Programs: DL DM 2MM - IHG Diamond
Posts: 4,053
Apr 10, 2019, 2:09 pm
#24
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: 4,630
DCA agents are wonderful and in my experience easier to deal with the gate during IRROPS.
Apr 10, 2019, 2:40 pm
#25
Join Date: Sep 2011
Programs: Delta DM, Hyatt Globalist
Posts: 1,495
Having been exposed to the magical powers of the CO President’s Club staff I would have to agree. SkyClub agents have been reduced to glorified club credential checkers that blurt out WiFi passwords, your name and gate to the listening audience in the club.
I’ve found more support by phoning the Diamond Medallion line a few feet away then asking the SkyClub to print the Diamond line fixes, yet sometimes you need feet on the ground to issue hotels and meals.
Recently had a DTW IRROP and had to walk them thru how to issue a Diamond a Westin room -vs- the Days Inn. Most DTW staff didn’t even know that was possible, including a red coat at the ticket counter I sought after the SC agent botched the hotel voucher.
I’ve found more support by phoning the Diamond Medallion line a few feet away then asking the SkyClub to print the Diamond line fixes, yet sometimes you need feet on the ground to issue hotels and meals.
Recently had a DTW IRROP and had to walk them thru how to issue a Diamond a Westin room -vs- the Days Inn. Most DTW staff didn’t even know that was possible, including a red coat at the ticket counter I sought after the SC agent botched the hotel voucher.
Apr 10, 2019, 7:30 pm
#26
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
Apr 12, 2019, 6:23 am
#29
Join Date: Jan 2018
Location: SJC/SFO. EWR/JFK
Programs: AS MVP 100K, DL PL
Posts: 542
Apr 12, 2019, 9:42 am
#30
Join Date: May 2010
Posts: 3,461
It's agent dependent and it's customer dependent. I once stood in line behind "Mr Jerk" who was absolutely furious that ATL was closed due to a storm (that we could all see) Cursing and carrying on like a 2 year old having his toy taken away. Both of us are going to the same spot. Mr. Jerk goes up to his agent and proceeds to tell her how Delta is run by incompetent people and basically yell at her (as if she was God and created storms?) , I smile and act nice. I am put on the flight waiting at the gate in First Class. Mr Jerk gets told "you have to wait until your plane refuels at it's diversion airport, flies here, off loads and then you can get on and go" Wonder why one of us got good assistance and the other didn't?