What is Up with the Diamond Desk Lately?
May 12, 2019, 2:05 pm
#1
Original Poster
Join Date: Feb 2013
Programs: Delta DM MM, HH Diamond, Marriott Bonvoy Ambassador Elite, TSA Pre-Check
Posts: 341
What is Up with the Diamond Desk Lately?
I did not even want to post this but since its happened about 10 times in a row now I thought I would. It seems as though every time I have called to ask questions or to do anything flight related I have gotten much more incompetent agents. You can usually tell the more "seasoned" agents when they answer as they have a bit more confidence. Its almost like I am getting agents in training who have to put you on hold and go back and research things as opposed to what I am used to. For what its worth they do still answer the phone "Delta Diamond Desk". One of the best things about being a DM is the Diamond line and honestly it is just not the same.
Has anyone else noticed the same thing?
Has anyone else noticed the same thing?
May 12, 2019, 2:21 pm
#2
Join Date: May 2015
Location: DCA
Programs: AA EXP, DL FO, Marriott Titanium
Posts: 6,712
I did not even want to post this but since its happened about 10 times in a row now I thought I would. It seems as though every time I have called to ask questions or to do anything flight related I have gotten much more incompetent agents. You can usually tell the more "seasoned" agents when they answer as they have a bit more confidence. Its almost like I am getting agents in training who have to put you on hold and go back and research things as opposed to what I am used to. For what its worth they do still answer the phone "Delta Diamond Desk". One of the best things about being a DM is the Diamond line and honestly it is just not the same.
Has anyone else noticed the same thing?
Has anyone else noticed the same thing?
May 12, 2019, 3:00 pm
#4
Join Date: Nov 2018
Location: San Francisco
Programs: DL
Posts: 466
I assumed they hired a new batch of agents recently, but not sure. I had an agent try to direct me to the SkyBonus desk because they saw my SkyBonus number as a note in the PNR and assumed that meant the ticket was a SkyBonus redemption...
May 12, 2019, 5:16 pm
#5
Join Date: Aug 2018
Programs: SkyMiles, HHonors, Marriott
Posts: 129
It's hit or miss. I've had a few that we're "meh" and I've had a couple that were outstanding. Part of it might also have to do with circumstances: during widespread IRROPS, you're probably more likely to get a less experienced agent than during "business as usual". That said, one of my best Diamond Desk experiences came during a fairly major weather situation that affected a lot of people, so... who knows? (That said, my call was complex enough that it got escalated to a supervisor.)
May 12, 2019, 9:33 pm
#6
Original Poster
Join Date: Feb 2013
Programs: Delta DM MM, HH Diamond, Marriott Bonvoy Ambassador Elite, TSA Pre-Check
Posts: 341
Most of these have been regular "times" where IRROPS were not a question.....its been way to often during both weekdays and weekends.......I should have asked "which call center" they were but I have not yet.....might do that from this point forward.
May 13, 2019, 1:24 am
#8
Join Date: Jul 2015
Location: CHA
Programs: DL-DM (1.75MM), Bonvoy LifeTi, Hertz-PC
Posts: 618
Pretty sure that DM line just gets priority on who answers the phone...next available agent.
Yes, many are more up to date on higher level procedures (knowing the T&C), but just as many at peak times that are just standard help desk associates trying to make the best of it.
Yes, many are more up to date on higher level procedures (knowing the T&C), but just as many at peak times that are just standard help desk associates trying to make the best of it.
May 13, 2019, 7:37 am
#9
Join Date: Feb 2017
Programs: DL DM, UA Gold, Alaska MVP, Bonvoy (lol) Ambassador
Posts: 2,994
Pretty sure that DM line just gets priority on who answers the phone...next available agent.
Yes, many are more up to date on higher level procedures (knowing the T&C), but just as many at peak times that are just standard help desk associates trying to make the best of it.
Yes, many are more up to date on higher level procedures (knowing the T&C), but just as many at peak times that are just standard help desk associates trying to make the best of it.
Last year I was getting some pretty significant holds - even as a Diamond.. pretty much every time I called in, it was at least a 3-5 minute wait - even when there weren't IRROPS.
This year? Completely different. Get picked up almost instantly. I was shocked when I got answered on a first ring a few weeks back when ATL was in total WX-induced IRROPS mode - not once but twice.
That said, I think this may be in exchange for slightly lower agent quality - Delta has decided to minimize hold times at the expense of agent experience.
For the most part, I like it. 95%+ of the time I am calling for something simple (e.g., unblocking 36C or 49C so I can get an aisle seat). In the event that it is something more complex, I can always escalate.
May 13, 2019, 7:38 am
#10
Join Date: Dec 2011
Location: MSP
Programs: DL DM, HHonors Diamond
Posts: 610
I've had a some bad experiences recently... mostly after hours. Change fees within 24 cancel period. no idea how to look up GUC, and more. Not good....
I'd rather wait 5 minutes to talk to someone who knows what they're doing vs having the call answered by an inexperienced rep.
I'd rather wait 5 minutes to talk to someone who knows what they're doing vs having the call answered by an inexperienced rep.
May 13, 2019, 8:04 am
#11
Join Date: Apr 2010
Location: BHM LEX NYC
Programs: 3MM DM, DL Reserve, HH Diamond, Nat Exec Elite, SPG, PC, etc...
Posts: 440
I just hung up with the DM line and had a terrible agent. All I wanted to do was SDC to the next flight (tons of inventory available) and the agent burned up 17 mins on the call only to tell me should not figure out. I did a typical HUCA and got it done in less than two minutes with a SLC based agent.
May 13, 2019, 8:34 am
#12
Join Date: Jul 2015
Programs: DL DM, Marriott PM, Hertz PC
Posts: 32
Towards the end of March, I was having multiple issues getting RUC’s applied correctly. I spoke with an agent who had no clue and then I asked for a supervisor who seemed very annoyed that they had to speak with me. Very rude and even they didn’t know the policies.
A few few days later, I called back and spoke to a nice agent who tried to help. She was pleasant and even gave me a voucher for the issues I experienced.
She told me that a whole new batch of agents at a center in Atlanta were training to take calls from
premium customers. This included both agents and supervisors. She apologized and said it sounds like you got one of them. She said that typical agents don’t normally handle RUC’s and that training was still occurring.
I hope that the Atlanta Diamond agents are better than their gate agents and flight crews which I find to be the most uncaring and sometimes rude.
A few few days later, I called back and spoke to a nice agent who tried to help. She was pleasant and even gave me a voucher for the issues I experienced.
She told me that a whole new batch of agents at a center in Atlanta were training to take calls from
premium customers. This included both agents and supervisors. She apologized and said it sounds like you got one of them. She said that typical agents don’t normally handle RUC’s and that training was still occurring.
I hope that the Atlanta Diamond agents are better than their gate agents and flight crews which I find to be the most uncaring and sometimes rude.
Last edited by Dlandrew; May 13, 2019 at 8:35 am Reason: Typo
May 13, 2019, 9:56 am
#13
Join Date: Jul 2001
Posts: 352
This thread is interesting, as about one month ago I had my first experience talking with someone who was completely incompetent at the Diamond line (and I have been a Diamond since the inception of the program). It is worth noting that this took place on a Sunday since someone suggested above that the good agents work M-F. My connecting flight was delayed 4 and a half hours so I would miss my ATL-CDG flight. I called to look at options from ATL, DTW or JFK to CDG. The agent "found" a flight that left at ~ 11pm and arrived at CDG ~ 11pm the next day. I said that was impossible, as it would be a flight time of ~ 18 hours. He checked, and said the actual flying time was something like 17 hours. I told him that I needed to think about this, hung up, called again, and got an agent who booked me on the AF ATL-CDG flight.
May 13, 2019, 10:44 am
#15
Join Date: Jul 2001
Posts: 352
But you can differentiate between the good and the bad in the 1-5 phone survey at the end of the call. Unfortunately, I was so bent out of shape and so anxious to arrange a new flight that I did not do the survey.