Is Delta falsely claiming to offer a "VIP Line" to Diamond Medallion members?
 

After posting on FT about some terrible customer service interactions with Delta's Diamond Medallion desk, other FT members reported that the Diamond Medallion desk was discontinued approximately one year ago.

Yet, this is one of the clearly advertised Diamond Medallion benefits. Does the Diamond Medallion VIP line still exist, or has the service been eliminated in favor of higher priority in the general phone queue?

https://cimg3.ibsrv.net/gimg/www.fly...898e17fd12.png
Diamond Medallion members receive access to a "VIP Line." https://www.delta.com/us/en/skymiles...llion-benefits

I am sure it is still technically accurate. If I had to guess, Delta restricts the pool of Diamond agents to those with a minimum tenure (i.e. you won't get someone working their first day) and probably requires them to go through a short (<2 hours) computer-based training program to teach them how to handle Platinum and Diamond-specific issues (e.g., applying RUCs/GUCs, co-terminal changes, etc).

That said, those same agents are also in the main queue now so it is only a "virtual" VIP line in the sense that you will only reach a subset of the total pool of available agents.

All I can say is since they made this change, the service has gone way downhill on DM line. If you get someone new-ish and try to get a RUC/GUC applied... Good luck.

I still greatly miss the Plat agents in Chisholm. I wish there was an option to wait for one of them when I call.

I find that HUCA works. I can pretty much gauge a good agent by 10 seconds of conversation. If I get a bad agent on the first attempt, the second try usually gets a better one. I don't know if this is a coincidence, or if the system automatically attempts service recovery by routing the second call to a better call center.

you mean this number is no longer working...(218) xxxxxx they used to get you an agent... :confused: :eek:

At some point, someone gave me a Chisholm (218) number, but it was for the general queue.

The term "desk" is an anachronism. It is a "line," but it is one which you can reach by dialing any DL number and either having your SM number recognized or entering it. So, what do you get? A more experienced and marginally more empowered agent. But, experienced and empowered does not mean great.

Nothing false about what DL markets, it is simply less meaningful that some believe it ought to be.

Is this still true, do Diamond Medallion members still get access to more experienced and empowered agents, or simply a higher priority in the queue to speak to the next available agent from the general pool?

I would take a Chisolm general agent any time

Minnesota NICE!! truly amazing!

Wonder if anyone from Delta Corporate would confirm? They used to actively monitor this thread but I have noticed a decrease in the competency of the agents i have interacted with of late.

Twice I called the DM line to apply GUCs to flts booked as part of DL vacation packages, initially the agents said that for "bulk" fares GUCs couldn't be used, I noted that the rules changed (I even got an email from DL a few months ago)--experienced/VIP agents who deal with GUCs on a regularly should be aware of the "new" rules; they consulted their database and I was OK.

This term has been used around FT in this and other forums forever and I always thought it was a joke. Like there is some desk with a big diamond on it someplace.

Try GUC on an airline that's not Delta.

Or booking a Skymiles ticket for something that doesn't show up on the website.

And this is supposed to save us time?? :mad: