Go Back  FlyerTalk Forums > Miles&Points > Airlines and Mileage Programs > Delta Air Lines | SkyMiles
Reload this Page >

Excessive Phone Hold Times / Twitter Response Times // The Definitive Thread

Excessive Phone Hold Times / Twitter Response Times // The Definitive Thread

Old Jul 19, 19, 12:17 am
  #1  
Original Poster
 
Join Date: Oct 2007
Programs: DL DM; Marriott & SPG Plat; Hilton Honors Gold; Marriott Gold
Posts: 238
Excessive Phone Hold Times / Twitter Response Times // The Definitive Thread

I just called into Delta and was told that they would call me back in 49 minutes. I have never had more than a 5 minute wait. What the heck is going on and how on earth is 49 minutes acceptable for a Platinum member? Why on earth do I even try?
rcurry01 is offline  
Old Jul 19, 19, 1:32 am
  #2  
FlyerTalk Evangelist
 
Join Date: Jun 2015
Location: SFO/SJC, BWI
Programs: :rolleyes:, DL DM, Mlife Plat, TR 7*, SPG/MR Plat, UA 1K
Posts: 10,174
Originally Posted by rcurry01 View Post
I just called into Delta and was told that they would call me back in 49 minutes. I have never had more than a 5 minute wait. What the heck is going on
Probably still recovering from ATL thunderstorms earlier?

(FlightAware: 50 cancelled, 846 delayed DL mainline flights yesterday)

Originally Posted by rcurry01 View Post
how on earth is 49 minutes acceptable for a Platinum member? Why on earth do I even try?
​​​​​Obviously you should give up, I mean it's not like there's a good reason
Tine Rod likes this.
Zorak is offline  
Old Jul 19, 19, 1:41 am
  #3  
FlyerTalk Evangelist
 
Join Date: Jun 2015
Location: SFO/SJC, BWI
Programs: :rolleyes:, DL DM, Mlife Plat, TR 7*, SPG/MR Plat, UA 1K
Posts: 10,174
In the spirit of leaving a more constructive reply, if you have access to cheap international calling/VOIP/whatever, depending on why you're calling in you can alternatively try the Singapore reservations center +65-6336-3371 (for example Google Fi is 4 cents a minute)
hi55us and bloc0102 like this.
Zorak is offline  
Old Jul 19, 19, 4:10 am
  #4  
 
Join Date: Apr 2015
Location: RDU
Programs: DL DM
Posts: 138
If it makes you feel any better... Here is a Diamond who was told they would call back within 7 minutes, but actually got the call back after 40 minutes.
MonAmQB is online now  
Old Jul 19, 19, 5:47 am
  #5  
 
Join Date: Mar 2014
Location: JAX
Programs: UA 1K, Hilton Gold, Marriott Gold
Posts: 4,474
Originally Posted by rcurry01 View Post
I just called into Delta and was told that they would call me back in 49 minutes. I have never had more than a 5 minute wait. What the heck is going on and how on earth is 49 minutes acceptable for a Platinum member? Why on earth do I even try?
Luckily you can hangup, go on with life and answer the phone when they callback.
TomMM is online now  
Old Jul 19, 19, 6:00 am
  #6  
 
Join Date: Jan 2010
Location: District of Columbia
Programs: Delta Plat, Amex Plat, Hotels.com Gold, Hertz 5 star, WMATA smartrip card
Posts: 1,065
Imagine how long the wait time must be for non-status pax...
koreanair720 is offline  
Old Jul 19, 19, 7:22 am
  #7  
 
Join Date: Dec 2011
Location: MSP
Programs: DL DM, HHonors Diamond
Posts: 532
Originally Posted by koreanair720 View Post
Imagine how long the wait time must be for non-status pax...
Exactly.....
bretthexum is offline  
Old Jul 19, 19, 7:23 am
  #8  
 
Join Date: Mar 2008
Posts: 98
You actually WAITED that long? Sorry, but status and making the best use of one's time don't always equate I guess. Then again, maybe they do.
Bootman4U is offline  
Old Jul 19, 19, 8:58 am
  #9  
 
Join Date: Jan 2002
Location: USA
Programs: Delta DM, Marriott TE, Hertz & Avis PC
Posts: 211
Originally Posted by MonAmQB View Post
If it makes you feel any better... Here is a Diamond who was told they would call back within 7 minutes, but actually got the call back after 40 minutes.
indeed. This is becoming common. I am also finding that Delta appears to be placing overflow Diamond calls into other general call queues and their agents. While they acknowledge Diamond status when they greet you, let’s just say that the general agents lack the finesse and flexible nature of the full time diamond desk agents.
btonkid12345 likes this.
FF524 is offline  
Old Jul 19, 19, 9:22 am
  #10  
 
Join Date: Jun 2016
Location: Nashville, TN
Programs: 2018: Delta Diamond Medallion, Hilton Honors Diamond
Posts: 86
Originally Posted by koreanair720 View Post
Imagine how long the wait time must be for non-status pax...

My brother (no status, but DL Amex Gold CC holder) had a callback quote of 3 1/2 hours yesterday. Not sure if they ever called back or not.
dafunk10 is offline  
Old Jul 19, 19, 9:25 am
  #11  
 
Join Date: Oct 2009
Location: ATL
Programs: DL PM 1 Mil Miler, HZ PC, Marriott LT PM, Hilton DM
Posts: 292
I just called as a PM and waited 3 min.
estedman is online now  
Old Jul 19, 19, 9:39 am
  #12  
 
Join Date: Oct 2017
Programs: DL Plat
Posts: 331
Originally Posted by dafunk10 View Post



My brother (no status, but DL Amex Gold CC holder) had a callback quote of 3 1/2 hours yesterday. Not sure if they ever called back or not.
thats shorter than the waits i always had a few years back as a FO
runningformqm is offline  
Old Jul 19, 19, 10:48 am
  #13  
 
Join Date: Apr 2010
Location: BHM LEX NYC
Programs: 2.76MM DM, DL Reserve, HH Diamond, Nat Exec Elite, SPG, PC, etc...
Posts: 400
Originally Posted by FF524 View Post


indeed. This is becoming common. I am also finding that Delta appears to be placing overflow Diamond calls into other general call queues and their agents. While they acknowledge Diamond status when they greet you, letís just say that the general agents lack the finesse and flexible nature of the full time diamond desk agents.

This x10000. I had some issues earlier leaving BWI Tuesday. The agent I got on the first try couldn't wrap their head around co-terminal SDC for me to fly out of DCA. Lady wanted me to pay the fare difference and a change fee of like $2308.00 and didn't understand why I laughed.

Got a real DM agent on the third try. Taken care of in 45 seconds or so.
JesseRohr is offline  
Old Jul 19, 19, 11:00 am
  #14  
 
Join Date: May 2009
Location: LAX/MNL/PIT
Programs: DL DM, PR, TG, UA, CX (Asia Miles), BT, AY
Posts: 818
Originally Posted by Zorak View Post
In the spirit of leaving a more constructive reply, if you have access to cheap international calling/VOIP/whatever, depending on why you're calling in you can alternatively try the Singapore reservations center +65-6336-3371 (for example Google Fi is 4 cents a minute)
At my last job, which was a concierge startup, whenever hold times for the U.S. call center were long, we'd call DL's MNL office (+63 2 841 8800). The hold times were much more reasonable and we got great service, even if they were only open Mondays to Fridays from 8:00 am-6:00 pm.

Yesterday I had a 21-minute wait calling the DM line, so perhaps I should start doing that again whenever this happens, since I usually call in late at night.
Akiestar is offline  
Old Jul 19, 19, 11:04 am
  #15  
FlyerTalk Evangelist
 
Join Date: Jun 2015
Location: SFO/SJC, BWI
Programs: :rolleyes:, DL DM, Mlife Plat, TR 7*, SPG/MR Plat, UA 1K
Posts: 10,174
Originally Posted by Akiestar View Post
At my last job, which was a concierge startup, whenever hold times for the U.S. call center were long, we'd call DL's MNL office (+63 2 841 8800). The hold times were much more reasonable and we got great service, even if they were only open Mondays to Fridays from 8:00 am-6:00 pm.
That's one advantage of SINRES that they're open 24h.
Zorak is offline  

Thread Tools
Search this Thread