Apr 26, 2021, 9:40 pm
Last edit by: TheLifeOfA_NKCM
+65-6336-3371
Suggestion to use Skype or Google Voice - both offer rates of 1 cent per minute.
Direct line for SINRES stopped working around November 2021.
For travel within 48 hours, see: https://www.flyertalk.com/forum/delta-air-lines-skymiles/2063929-faster-delta-call-back-number-1-855-548-2505-within-48-hours-departure.html
This number also stopped working around March 24, 2022.
Delta Extensive Hold Times during COVID-19 (consolidated thread)
Jul 25, 2021, 6:05 pm
#1501
Join Date: Aug 2005
Location: North of 90° S
Programs: B6 Mosaic, WN A-List
Posts: 565
6 hours now on the priority line.
Jul 26, 2021, 7:47 am
#1502
Join Date: Jun 2020
Location: ORD/MDW
Programs: DL PM, AA PPro, HHonors Gold, Hertz President's Circle, Enterprise Silver
Posts: 197
Called back on Friday at 9.30am eastern time. Quoted 58 min for a callback - received in 45 - as a GM
Jul 26, 2021, 9:27 am
#1503
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: 100,368
Saturday afternoon, as a DM I called the DM line number. I punched in my DL FF number and it recognized me. I was offered a callback in eleven hours (which would not have worked as I needed to cancel a ticket before midnight). I opted to stay on the line and it was answered by an agent in about twenty minutes. Then it took almost a half hour to accomplish the task, with me basically being on hold while the agent seemed to contact a supervisor or help desk. [No favors or exceptions were involved as long as it was done before midnight.]
IMO the wait times would be much better if agents were experienced and knowledgable about their job duties. It could also help if the DM (and maybe PM too) calls were routed to the better agents who are more likely to know how to deal with GUCs and RUCs. The customer shouldn't have to wait while inexperienced agents are being coached in how to do their jobs.
IMO the wait times would be much better if agents were experienced and knowledgable about their job duties. It could also help if the DM (and maybe PM too) calls were routed to the better agents who are more likely to know how to deal with GUCs and RUCs. The customer shouldn't have to wait while inexperienced agents are being coached in how to do their jobs.
Jul 26, 2021, 11:09 am
#1504
Join Date: Dec 2010
Location: Washington, DC
Programs: Delta PM, Delta Reserve, Amex Plat, Bonvoy Gold, Hilton Diamond, Starbucks Gold ;)
Posts: 1,774
Called today (PM). Opted for a call back in 3hr. We'll see how long it takes.
Jul 26, 2021, 4:28 pm
#1505
Join Date: May 2011
Programs: Delta PM, Hyatt Plat-ist, Bonvoyyyyyyed, Hilton $15 Daily F&B Receiver, Food Lion MVP
Posts: 1,203
Can't seem to get a callback option despite trying to call four different times and being quoted a wait over three hours. I guess this is the "new phone system" they're testing. It like we've jumped a decade backwards. #keepdescending
Jul 26, 2021, 4:31 pm
#1506
Join Date: Jun 2005
Location: Huntsville, AL
Programs: DL DM 1.929MM, Hilton Lifetime Diamond, IHG Platinum, Avis CHM, Marriott Titanium (lifetime gold)
Posts: 7,856
Jul 26, 2021, 6:01 pm
#1507
Join Date: Jan 2013
Programs: DL, UA
Posts: 591
While not a phone call, I just emailed in from the website, post travels due to some issues that needed resolving. The trip became more than complicated to 'not just raining, but pouring' kind of level. 
Immediate acknowledgement email came in, and about 45 minutes later, the full response came. Issues are almost fully resolved. Still a couple sticking points, and I've emailed back again. Fingers crossed they'll reply and resolve quickly, again. Credit where credit is due - the turnaround is impressive, and very much so.
Previous emailed queries etc have taken sometimes weeks and weeks to get a reply.
Immediate acknowledgement email came in, and about 45 minutes later, the full response came. Issues are almost fully resolved. Still a couple sticking points, and I've emailed back again. Fingers crossed they'll reply and resolve quickly, again. Credit where credit is due - the turnaround is impressive, and very much so.
Previous emailed queries etc have taken sometimes weeks and weeks to get a reply.
Jul 26, 2021, 6:08 pm
#1508
Join Date: Feb 2015
Location: ANC
Programs: DL DM
Posts: 1,854
Not exactly DL related, but just thinking out loud:
Traveling on AS today and my work plans got finished significantly sooner than planned. I was able to use their app to make a simple same day change and pay the fee ($50 as I have no AS status).
I shudder to think what all would have been involved had this been something I tried to accomplish with DL. I’d wager the website/app would error out and the wait time for the PM line could have made it a mute point.
Traveling on AS today and my work plans got finished significantly sooner than planned. I was able to use their app to make a simple same day change and pay the fee ($50 as I have no AS status).
I shudder to think what all would have been involved had this been something I tried to accomplish with DL. I’d wager the website/app would error out and the wait time for the PM line could have made it a mute point.
Jul 26, 2021, 6:23 pm
#1509
Join Date: Aug 2011
Programs: DL DM 3MM 360
Posts: 372
Wow.. New system being tested. Doesn't even recognize what I say. No call back option. Annoyingly loud music on hold. Zero DM recognition.
Jul 26, 2021, 7:01 pm
#1510
FlyerTalk Evangelist
Join Date: Sep 2007
Location: BOS
Programs: DL DM 2MM, Marriott LT Titanium, Hertz PC, Avis PC
Posts: 15,158
Anyone notice that with the phone system your info isn't being populated for the agent when they come on the line? I've been having to provide them my skymiles# on the last few calls over the past week.
Jul 26, 2021, 7:13 pm
#1511
Join Date: Dec 2010
Location: Washington, DC
Programs: Delta PM, Delta Reserve, Amex Plat, Bonvoy Gold, Hilton Diamond, Starbucks Gold ;)
Posts: 1,774
Jul 26, 2021, 10:40 pm
#1512
Join Date: Jan 2013
Programs: DL, UA
Posts: 591
I got the 'new system' message tonight. was dreading the wait when it didn't give a callback option, and then call answered within 6 minutes. To top it off, agent had my SM number on the screen, and resolved the issues entirely. Hopefully this bodes well for others too. Today I've had 2 email replies within an hour, and a phone call answered within 6 minutes.
Jul 27, 2021, 9:34 am
#1513
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: 18,882
Got the new system this morning. Total call duration from dialing to hanging up was slightly over 10 minutes, so the wait was probably 6-8.
The initial greeting said there were multiple SkyMiles accounts associated with my phone number and had me speak my birthdate to confirm. (Guessing my phone number got associated with mom's account one or more of the times we've traveled together)
The initial greeting said there were multiple SkyMiles accounts associated with my phone number and had me speak my birthdate to confirm. (Guessing my phone number got associated with mom's account one or more of the times we've traveled together)
Jul 27, 2021, 9:58 am
#1514
Join Date: Sep 2016
Location: LAX/BUR, RDU
Programs: DL SM, AAdvantage, SPG
Posts: 1,360
(on second thought, that's a bad idea, I don't want to bring down what's left of their IT infrastructure)
Jul 27, 2021, 3:22 pm
#1515
FlyerTalk Evangelist
Join Date: Mar 2013
Programs: DL PM, MR Titanium/LTP, Hilton Diamond
Posts: 10,130
Ed's email about Medallion Status being extended includes this snippet re: call center:
Hopefully the fact that they are hiring back alumni is a good thing -- presumably enticing back people who took an early retirement offer.
The Reservations and Care team is welcoming back hundreds of Delta alumni to alleviate wait times while hiring 1,300 specialists who will be trained and ready to serve customers by September. We're also adding a new phone platform that automatically equips our agents with even more details about your travel, so they can address your questions efficiently and get you on your way. In total, we’re hiring more than 5,000 people across the business, including more than 3,000 in Airport Customer Service and other operational areas, to supplement key service areas like catering, wheelchair staffing and our continued commitment to cleanliness.
