Is Delta falsely claiming to offer a "VIP Line" to Diamond Medallion members?
#1
Original Poster
Join Date: Mar 2001
Location: Dallas
Programs: AA PLT/5MM; AS MVP GLD 75K; DL DM; EK SLV; HHonors DIAM; Marriott GLD
Posts: 4,089
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?
Diamond Medallion members receive access to a "VIP Line." https://www.delta.com/us/en/skymiles...llion-benefits
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?
Diamond Medallion members receive access to a "VIP Line." https://www.delta.com/us/en/skymiles...llion-benefits
#2
Join Date: Feb 2017
Programs: DL DM, UA Gold, Alaska MVP, Bonvoy (lol) Ambassador
Posts: 2,991
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.
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.
#4
A FlyerTalk Posting Legend
Join Date: Sep 2009
Location: Minneapolis: DL DM charter 2.3MM
Programs: A3*Gold, SPG Plat, HyattDiamond, MarriottPP, LHW exAccess, ICI, Raffles Amb, NW PE MM, TWA Gold MM
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I still greatly miss the Plat agents in Chisholm. I wish there was an option to wait for one of them when I call.
#5
Join Date: May 2015
Location: DCA
Programs: AA EXP, DL FO, Marriott Titanium
Posts: 6,709
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.
#6
Join Date: Mar 2015
Location: Home
Posts: 469
you mean this number is no longer working...(218) xxxxxx they used to get you an agent...
Last edited by obscure2k; Feb 9, 2020 at 5:21 pm Reason: no need to publish number
#7
A FlyerTalk Posting Legend
Join Date: Sep 2009
Location: Minneapolis: DL DM charter 2.3MM
Programs: A3*Gold, SPG Plat, HyattDiamond, MarriottPP, LHW exAccess, ICI, Raffles Amb, NW PE MM, TWA Gold MM
Posts: 100,334
At some point, someone gave me a Chisholm (218) number, but it was for the general queue.
#8
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
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.
Nothing false about what DL markets, it is simply less meaningful that some believe it ought to be.
#9
Original Poster
Join Date: Mar 2001
Location: Dallas
Programs: AA PLT/5MM; AS MVP GLD 75K; DL DM; EK SLV; HHonors DIAM; Marriott GLD
Posts: 4,089
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?
#10
Suspended
Join Date: Sep 2019
Location: TPA / JFK / LAX
Programs: DL 360, UA 1K, AA EXP, Bonvoy Ambassador
Posts: 304
#12
Join Date: Feb 2013
Programs: Delta DM MM, HH Diamond, Marriott Bonvoy Ambassador Elite, TSA Pre-Check
Posts: 334
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.
#13
FlyerTalk Evangelist
Join Date: Jul 2003
Location: jfk area
Programs: AA platinum; 2MM AA, Delta Diamond, Hilton Diamond
Posts: 10,291
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.
#14
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#15
Join Date: May 2013
Location: west coast best coast
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Posts: 3,987
Or booking a Skymiles ticket for something that doesn't show up on the website.
And this is supposed to save us time??