Excessive Phone Hold Times / Twitter Response Times // The Definitive Thread
Jul 19, 2019, 12:17 am
#1
Original Poster
Join Date: Oct 2007
Programs: DL PM; Marriott Plat; Hilton Honors Gold
Posts: 257
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?
Jul 19, 2019, 1:32 am
#2
Moderator: Hyatt; FlyerTalk Evangelist
Join Date: Jun 2015
Location: WAS
Programs: :rolleyes:, DL DM, Mlife Plat, Caesars Diam, Marriott Tit, UA Gold, Hyatt Glob, invol FT beta tester
Posts: 18,928
(FlightAware: 50 cancelled, 846 delayed DL mainline flights yesterday)
Jul 19, 2019, 1:41 am
#3
Moderator: Hyatt; FlyerTalk Evangelist
Join Date: Jun 2015
Location: WAS
Programs: :rolleyes:, DL DM, Mlife Plat, Caesars Diam, Marriott Tit, UA Gold, Hyatt Glob, invol FT beta tester
Posts: 18,928
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)
Jul 19, 2019, 5:47 am
#5
FlyerTalk Evangelist
Join Date: Mar 2014
Location: 4éme
Posts: 12,041
Luckily you can hangup, go on with life and answer the phone when they callback.
Jul 19, 2019, 8:58 am
#9
Join Date: Jan 2002
Location: USA
Posts: 222
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.
Jul 19, 2019, 9:22 am
#10
Join Date: Jun 2016
Location: Nashville, TN
Programs: 2018: Delta Diamond Medallion, Hilton Honors Diamond
Posts: 104
Jul 19, 2019, 9:39 am
#12
Join Date: Oct 2017
Programs: DL Plat
Posts: 352
Jul 19, 2019, 10:48 am
#13
Join Date: Apr 2010
Location: BHM LEX NYC
Programs: 3MM DM, DL Reserve, HH Diamond, Nat Exec Elite, SPG, PC, etc...
Posts: 440
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.
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.
Jul 19, 2019, 11:00 am
#14
Join Date: May 2009
Location: MAD/LAX/MNL/PIT
Programs: DL DM, PR, TG, UA, CX (Asia Miles), BT, AY, AA
Posts: 906
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.
Jul 19, 2019, 11:04 am
#15
Moderator: Hyatt; FlyerTalk Evangelist
Join Date: Jun 2015
Location: WAS
Programs: :rolleyes:, DL DM, Mlife Plat, Caesars Diam, Marriott Tit, UA Gold, Hyatt Glob, invol FT beta tester
Posts: 18,928
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.