call wait times on diamond line?
Feb 17, 2020, 10:51 am
#2
Join Date: Feb 2017
Programs: DL DM, UA Gold, Alaska MVP, Bonvoy (lol) Ambassador
Posts: 2,994
Also - are you a high value or low value Diamond? While anecdotal, I was dealing with serious IRROPS a few months back and I got through to an agent within 2 minutes while a co-worker I was traveling with - also Diamond but barely one - called at nearly the exact same time and didn't get through for 20 minutes. Could be coincidence but I believe even within Diamonds they prioritize calls depending on whom they deem as a HVC.
Even during the worst days I've never had to wait more than 5 minutes to get answered so 15 does seem unusual.
Feb 17, 2020, 10:53 am
#3
FlyerTalk Evangelist
Join Date: Sep 2003
Location: San Antonio
Programs: DL DM, Former AA EXP now AY Plat, AC 75K, NW Plat, Former CO Gold, Hilton Diamond, Marriott Titanium
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Probably due to fog at ATL earlier this morning (it has since cleared up but assume that rebooking is well underway).
Also - are you a high value or low value Diamond? While anecdotal, I was dealing with serious IRROPS a few months back and I got through to an agent within 2 minutes while a co-worker I was traveling with - also Diamond but barely one - called at nearly the exact same time and didn't get through for 20 minutes. Could be coincidence but I believe even within Diamonds they prioritize calls depending on whom they deem as a HVC.
Even during the worst days I've never had to wait more than 5 minutes to get answered so 15 does seem unusual.
Also - are you a high value or low value Diamond? While anecdotal, I was dealing with serious IRROPS a few months back and I got through to an agent within 2 minutes while a co-worker I was traveling with - also Diamond but barely one - called at nearly the exact same time and didn't get through for 20 minutes. Could be coincidence but I believe even within Diamonds they prioritize calls depending on whom they deem as a HVC.
Even during the worst days I've never had to wait more than 5 minutes to get answered so 15 does seem unusual.
Feb 17, 2020, 11:07 am
#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
Posts: 100,413
Feb 17, 2020, 11:09 am
#5
Join Date: Dec 2002
Location: Washington, DC, Chapel Hill, NC (RDU)
Programs: DL Plat (won't hit DM again) 2MM (2.5), HH Gold, PC Gold, Hyatt Plat
Posts: 5,626
Whenever I get the 10 or 15 minute prediction, whether I opt for a call back or actually stay on hold (when using wifi-phone from outside) the US, I get connected much more quickly, maybe 5 minutes.
Mar 3, 2020, 4:17 pm
#7
Join Date: Nov 2017
Programs: Delta Diamond, Marriott Platinum
Posts: 4
I've asked why there have been hold times recently and the agents have told me it's because there are more Diamonds. Apparently the $250K Amex waiver didn't "thin the herd" as they said it would. Prior to last fall, I had to hold only a handful of times, but now it's anywhere from 1 to 11 minutes for me on a regular basis. Seems more likely that they've reduced staff or at least reduced staff allocated to the Diamond line.
Mar 3, 2020, 4:22 pm
#8
Join Date: Nov 2011
Location: Minneapolis
Programs: DL DM
Posts: 2,235
I've asked why there have been hold times recently and the agents have told me it's because there are more Diamonds. Apparently the $250K Amex waiver didn't "thin the herd" as they said it would. Prior to last fall, I had to hold only a handful of times, but now it's anywhere from 1 to 11 minutes for me on a regular basis. Seems more likely that they've reduced staff or at least reduced staff allocated to the Diamond line.
Mar 3, 2020, 5:43 pm
#10
FlyerTalk Evangelist
Join Date: Sep 2002
Location: IND
Programs: DL PM & 2MM™, Lifetime HHonors Diamond
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Mar 3, 2020, 6:30 pm
#11
Moderator, Delta Skymiles and Mileage Run
Join Date: Dec 2009
Location: Seat 2A
Programs: DL Diamond/MM, Hyatt Diamond, former AS MVPG 75K, Marriott Titanium, Hilton Gold
Posts: 2,940
Diamond line wait time has been 20 plus mins the last few evenings at ~8:00 pm Eastern
Mar 4, 2020, 2:01 am
#12
FlyerTalk Evangelist
Join Date: Sep 2003
Location: San Antonio
Programs: DL DM, Former AA EXP now AY Plat, AC 75K, NW Plat, Former CO Gold, Hilton Diamond, Marriott Titanium
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Keep in mind Diamonds no longer have a dedicated desk. We get sent whatever desk/city is available.
Mar 4, 2020, 7:51 am
#13
Join Date: Nov 2017
Programs: Delta Diamond, Marriott Platinum
Posts: 4
The Points Guy, among others, agreed: "At the heart of the airline’s decision is a desire to make sure that only its most valuable customers — those who spend the most money with the airline — are the ones that most often secure complimentary upgrades to premium cabins. TPG Senior Points and Miles Contributor Richard Kerr summarized why this move is actually positive for Delta's most loyal Diamond Medallions: “Diamonds in 2018, who earn either the $250k waiver or $15,000 MQDs, will be [a smaller] minority and rewarded more for their monetary loyalty to Delta. Thinning the herd to reward only those that earn you more money is a right business decision.”"
As far as exactly how much "thinning" actually happened, I have no idea. But it sure stands to reason that eliminating Diamonds who qualified under the $25K Amex waiver would have resulted in a decrease, not an increase, in Diamonds.
Last edited by wcg999; Mar 4, 2020 at 8:08 am
Mar 4, 2020, 8:06 am
#14
Join Date: Nov 2017
Programs: Delta Diamond, Marriott Platinum
Posts: 4
VIP PHONE LINEYou receive access to an exclusive VIP phone line dedicated just to our Diamond Medallion Members and you'll receive handling priority above all other Members.(11) You can find the Diamond-only phone number when you login to the Fly Delta app under “Contact Us” or on the back of your Diamond Medallion card.
Mar 4, 2020, 9:05 am
#15
Join Date: Dec 2018
Location: PHX
Programs: Delta DM, Marriott Lifetime Titanium, HHonrs Diamond
Posts: 1,336
Nobody has provided proof that the Diamonds are NOT now mixed in with PM's and GM's at the same call desk.
Posts all over FT about operators now not knowing how to deal with GUC's and other DM benefits, which seem way more common than explained by the typical amount of operator turnover on a "dedicated DM line".
The excuse that there are more Diamonds after the AMEX waiver increase makes ZERO sense.
Those operators fielding more calls from PM's and GM's does make sense.
Posts all over FT about operators now not knowing how to deal with GUC's and other DM benefits, which seem way more common than explained by the typical amount of operator turnover on a "dedicated DM line".
The excuse that there are more Diamonds after the AMEX waiver increase makes ZERO sense.
Those operators fielding more calls from PM's and GM's does make sense.