Is Delta falsely claiming to offer a "VIP Line" to Diamond Medallion members?
Feb 9, 2020, 8:40 pm
#16
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: 18,946
Feb 9, 2020, 9:06 pm
#17
Join Date: Feb 2016
Programs: DL DM, SPG Plat 100/LT Gold, Marriott Plat, National Executive Elite
Posts: 2,988
Coincidental that this thread was started. I was just going to start one on how much service on the DM line has nose dived recently.
I spoke to a SLC Supervisor who explained why - any agent now with 6 months tenure can apply to work the ‘elite line.’
This line handles calls for GM, PM, and DM. Exact same pool of agents for all three SKYPRIORITY levels of Medallion.
That, and the agents seem to have turned into laser focused on selling and hawking upgrades. The new ones also seem trained to leave an essay of notes (some using the wrong format or leaving irrelevant notes, that another agent has commented to me on) which can make HUCA more difficult.
I spoke to a SLC Supervisor who explained why - any agent now with 6 months tenure can apply to work the ‘elite line.’
This line handles calls for GM, PM, and DM. Exact same pool of agents for all three SKYPRIORITY levels of Medallion.
That, and the agents seem to have turned into laser focused on selling and hawking upgrades. The new ones also seem trained to leave an essay of notes (some using the wrong format or leaving irrelevant notes, that another agent has commented to me on) which can make HUCA more difficult.
Feb 9, 2020, 9:22 pm
#18
Join Date: Jul 2015
Location: MCO
Programs: DL PM, UA Silver, Marriott Titanium, Hertz Presidents Circle
Posts: 4,324
Coincidental that this thread was started. I was just going to start one on how much service on the DM line has nose dived recently.
I spoke to a SLC Supervisor who explained why - any agent now with 6 months tenure can apply to work the ‘elite line.’
This line handles calls for GM, PM, and DM. Exact same pool of agents for all three SKYPRIORITY levels of Medallion.
That, and the agents seem to have turned into laser focused on selling and hawking upgrades. The new ones also seem trained to leave an essay of notes (some using the wrong format or leaving irrelevant notes, that another agent has commented to me on) which can make HUCA more difficult.
I spoke to a SLC Supervisor who explained why - any agent now with 6 months tenure can apply to work the ‘elite line.’
This line handles calls for GM, PM, and DM. Exact same pool of agents for all three SKYPRIORITY levels of Medallion.
That, and the agents seem to have turned into laser focused on selling and hawking upgrades. The new ones also seem trained to leave an essay of notes (some using the wrong format or leaving irrelevant notes, that another agent has commented to me on) which can make HUCA more difficult.
Feb 9, 2020, 9:32 pm
#19
Join Date: Feb 2008
Programs: DL 4MM; DM
Posts: 1,397
I finally spoke with a knowledgeable DM line agent after having to go through multiple agents who insisted that even though I had a FC ticket, I needed the fare class to be available in order to SDC. After she completed the change, I asked if I could ask a question. The question was whether I was just having a streak of bad luck with agents, or if there were lots of newly promoted DM line agents. Unfortunately it was the later. I am afraid we will have to convince a lot of agents to check KM...or, just HUCA--a LOT 
to get what should be simple changes accomplished.
to get what should be simple changes accomplished.
Feb 9, 2020, 9:36 pm
#20
Join Date: May 2009
Location: Seattle, WA
Programs: DL Diamond 1.7MM, Starlux Insighter, Bonvoy Titanium, Hilton Gold, Hertz PC
Posts: 3,949
I too feel the agent quality has tanked in the last year. I miss the days when we were guaranteed to talk to someone who actually knew what they were doing unless there was a gnarly irops situation making wait times excessive.
The number of wrong answers or mistakes I’ve had to work around has gone up dramatically compared to even a year ago...
The number of wrong answers or mistakes I’ve had to work around has gone up dramatically compared to even a year ago...
Feb 9, 2020, 9:42 pm
#21
Join Date: Feb 2016
Programs: DL DM, SPG Plat 100/LT Gold, Marriott Plat, National Executive Elite
Posts: 2,988
The Supervisor also told me that previously, the DM line required minimum three years experience but often more than that.
Feb 9, 2020, 9:54 pm
#22
Join Date: Sep 2016
Location: HSV
Programs: Bellevue Lifetime Premiere Mega Elite Supreme
Posts: 1,509
This thread is chock full of irony. In years past, when everyone was lauding Delta and I felt like I was persona non grata, I felt like the ugly duckling.
Now, everyone is lamenting Delta’s customer service death spiral, and I’m having my best CS experiences ever.
Maybe I'm FT’s yang to their Yin?
Now, everyone is lamenting Delta’s customer service death spiral, and I’m having my best CS experiences ever.
Maybe I'm FT’s yang to their Yin?
Feb 10, 2020, 12:35 am
#23
Join Date: Jul 2015
Location: LAX
Posts: 40
I started in call centers for company everyone has heard of and 6 months was about 3 months too long for a competent CS or tech to get moved into a higher tier queue including one such as this.
It’s really the same thing I suspect as restaurants: economy good, people with any skill get flatly better jobs and better pay and what gets left in most service roles that aren’t well compensated isn’t, well, awesome.
Feb 10, 2020, 4:53 am
#24
FlyerTalk Evangelist
Join Date: Sep 2002
Location: IND
Programs: DL PM & 2MM™, Lifetime HHonors Diamond
Posts: 20,889
This thread is chock full of irony. In years past, when everyone was lauding Delta and I felt like I was persona non grata, I felt like the ugly duckling.
Now, everyone is lamenting Delta’s customer service death spiral, and I’m having my best CS experiences ever.
Maybe I'm FT’s yang to their Yin?
Now, everyone is lamenting Delta’s customer service death spiral, and I’m having my best CS experiences ever.
Maybe I'm FT’s yang to their Yin?
Feb 10, 2020, 5:52 am
#25
Suspended
Join Date: Dec 2011
Location: RDU
Programs: DL DM, HHonors Diamond, Marriott Platinum, etc etc etc
Posts: 2,341
I always assumed it was never a true dedicated number and just a pool of people who were allowed to answer said calls from DMs.
source?
at least 6 out of every 10 times the agent fumbles and has to remember what “desk” they are answering the phone for “oh hi umm thanks for calling the ummm diamond desk....” or “thanks for calling the platinum desk Mr./Mrs. oh I mean diamond desk”
source?
at least 6 out of every 10 times the agent fumbles and has to remember what “desk” they are answering the phone for “oh hi umm thanks for calling the ummm diamond desk....” or “thanks for calling the platinum desk Mr./Mrs. oh I mean diamond desk”
Feb 10, 2020, 9:24 am
#28
Join Date: Oct 2016
Location: LIT
Programs: Blinged Out
Posts: 716
Had a garbage agent last night on something as simple as an SDS/SDC- She seemed to not have been made aware of a co-terminal SDC benefit for DM. HUCA worked. The next agent was far better.
The first agent should not even be dealing with kettles- much less people who actually know the rules.
DM line has gone way downhill except for the Minnesota agents- they are still good mostly.
The first agent should not even be dealing with kettles- much less people who actually know the rules.
DM line has gone way downhill except for the Minnesota agents- they are still good mostly.
Feb 10, 2020, 9:25 am
#29
Join Date: Jan 2010
Location: Mid Atlantic
Programs: Delta Plat, one-time United Plat, Amex Plat, Marriott Plat, Hertz Prez Circle, Bus Pass
Posts: 1,237
Feb 10, 2020, 9:27 am
#30
Join Date: Jul 2013
Location: SJC
Programs: Southwest, Alaska, United, American Airlines
Posts: 994
Fake AF/KLM (Delta) agents remain the smart way to go. By necessity, they must be well-versed in DL rules/processes in order to understand the differences/nuances that apply for AFKL flights. They also tend to pick up the phone much faster than their "pure" Delta counterparts. 
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