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)
Dec 29, 2021, 8:02 pm
#1981
Join Date: Jul 2003
Location: Atlanta
Posts: 5,179
Sorry for this rant…
But BOY has Delta fallen to the bottom of the pile in terms of phone customer service. I don’t mean to belittle any of the agents, who are genuinely quite nice IME. But I haven’t had an “experienced” or good agent now in at least ten calls. I continually get folks who are clearly just out of training - it’s very easy to tell. I feel like every call is to the general public line, versus any Diamond priority.
Not worth going into the details, but one gal almost seriously destroyed my reservation by not knowing what she was doing - I was astounded and had to “walk her back” to cancel her changes once I realized what was going on. Again, nice as can be, but they get lost as soon as a request gets complicated in the slightest.
Plus, every time it is at least 30 minutes for a callback. And then on every single call I have, the agent has to go to the “ticketing desk” - once you hear those words just add another 30 minutes to your hold time. Delta’s IT is just so utterly terrible that even simple exchanges are impossible online for us and for the novice agents. (These agents must work an 8 hour shift and handle a total of 16 calls - they sit there too when on hold for the ticketing desk.) “Diamond agents” are simply put, gone.
And this is absolutely NOT the case at UA or AA. I continue to get knowledgeable, competent agents on every call and their systems are infinitely better, which in turn means the agents can handle a call in a fraction of the time every call to Delta takes.
At least before you waited forever or had the Singapore option, and got through to a good agent. Now, every call is a journey … Godspeed.
But BOY has Delta fallen to the bottom of the pile in terms of phone customer service. I don’t mean to belittle any of the agents, who are genuinely quite nice IME. But I haven’t had an “experienced” or good agent now in at least ten calls. I continually get folks who are clearly just out of training - it’s very easy to tell. I feel like every call is to the general public line, versus any Diamond priority.
Not worth going into the details, but one gal almost seriously destroyed my reservation by not knowing what she was doing - I was astounded and had to “walk her back” to cancel her changes once I realized what was going on. Again, nice as can be, but they get lost as soon as a request gets complicated in the slightest.
Plus, every time it is at least 30 minutes for a callback. And then on every single call I have, the agent has to go to the “ticketing desk” - once you hear those words just add another 30 minutes to your hold time. Delta’s IT is just so utterly terrible that even simple exchanges are impossible online for us and for the novice agents. (These agents must work an 8 hour shift and handle a total of 16 calls - they sit there too when on hold for the ticketing desk.) “Diamond agents” are simply put, gone.
And this is absolutely NOT the case at UA or AA. I continue to get knowledgeable, competent agents on every call and their systems are infinitely better, which in turn means the agents can handle a call in a fraction of the time every call to Delta takes.
At least before you waited forever or had the Singapore option, and got through to a good agent. Now, every call is a journey … Godspeed.
Dec 29, 2021, 8:21 pm
#1982
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: 100,393
Sometimes I'd rather talk to the specialist myself instead of constantly being put on hold while an inexperienced agent calls his/her help desk or a supervisor. I always worry that the agent I'm talking to will misunderstand the request and get it wrong. In these cases, I'd rather talk to the supervisor myself instead of having my time wasted while the agent (hopefully) learns.
Dec 29, 2021, 9:02 pm
#1983
Join Date: Feb 2003
Posts: 4,115
Dec 30, 2021, 5:57 am
#1984
Join Date: Oct 2001
Location: Fort Lauderdale, FL USA
Programs: Delta DM/Amex Reserve 2 Million Miler
Posts: 398
Fixed !....after working on this for several weeks when I call the Diamond line...it now says welcome back with my name... a really great agent helped me yesterday...she said the issue is 100% tied to multiple Skymile accounts having my phone number in them ...so it is completely related to family and friends that have your phone number as a primary or backup number....over 20 years I have helped family members with trips and on occasion my phone number ended up in their profile...the last 2 we found was my sister's son and a friend I used my miles to travel with 10 years ago to Seattle and I helped them open up SkyMiles accounts so they could get a boarding pass but listed my phone number for flight notifications or if there was a disruption since I was either running the trip or flight following them because they were kids....BTW once fixed(phone numbers updated) it doesn't update until the overnight hours....
Another note...I did have all these SkyMiles numbers written down on paper or in my phone...we even checked my late dads account and a former duplicate account for myself.
Strangely about 4 weeks ago...when I called the Diamond line....the next day I got an email with a friends name on it that I had travelled with previously, for a phone survey...that account too had my phone number and we updated that to his number....now the surveys come with my name.
This same issue applies to email which I fixed 6 months ago...I had not received a Diamond monthly Skymiles newsletter for 3 years because my email was on multiple family accounts...that has been fixed as well...
Bottom line....you must have a dedicated phone number and email for just your account for the newer Delta systems to work perfectly...
We as Diamonds and other elite's end up helping all kinds of family and friends and co-workers with their travel because they know we know the most and can help them so that's why we all having this problem now with Delta's new system....
Another note...I did have all these SkyMiles numbers written down on paper or in my phone...we even checked my late dads account and a former duplicate account for myself.
Strangely about 4 weeks ago...when I called the Diamond line....the next day I got an email with a friends name on it that I had travelled with previously, for a phone survey...that account too had my phone number and we updated that to his number....now the surveys come with my name.
This same issue applies to email which I fixed 6 months ago...I had not received a Diamond monthly Skymiles newsletter for 3 years because my email was on multiple family accounts...that has been fixed as well...
Bottom line....you must have a dedicated phone number and email for just your account for the newer Delta systems to work perfectly...
We as Diamonds and other elite's end up helping all kinds of family and friends and co-workers with their travel because they know we know the most and can help them so that's why we all having this problem now with Delta's new system....
Dec 30, 2021, 8:23 am
#1986
Join Date: Mar 2010
Location: Arlington, VA
Programs: DL DM, 1.5 MM; AS MVP Gold 100K; HHonors Diamond; AMEX Platinum
Posts: 487
Fixed !....after working on this for several weeks when I call the Diamond line...it now says welcome back with my name... a really great agent helped me yesterday...she said the issue is 100% tied to multiple Skymile accounts having my phone number in them ...so it is completely related to family and friends that have your phone number as a primary or backup number....over 20 years I have helped family members with trips and on occasion my phone number ended up in their profile...the last 2 we found was my sister's son and a friend I used my miles to travel with 10 years ago to Seattle and I helped them open up SkyMiles accounts so they could get a boarding pass but listed my phone number for flight notifications or if there was a disruption since I was either running the trip or flight following them because they were kids....BTW once fixed(phone numbers updated) it doesn't update until the overnight hours....
Another note...I did have all these SkyMiles numbers written down on paper or in my phone...we even checked my late dads account and a former duplicate account for myself.
Strangely about 4 weeks ago...when I called the Diamond line....the next day I got an email with a friends name on it that I had travelled with previously, for a phone survey...that account too had my phone number and we updated that to his number....now the surveys come with my name.
This same issue applies to email which I fixed 6 months ago...I had not received a Diamond monthly Skymiles newsletter for 3 years because my email was on multiple family accounts...that has been fixed as well...
Bottom line....you must have a dedicated phone number and email for just your account for the newer Delta systems to work perfectly...
We as Diamonds and other elite's end up helping all kinds of family and friends and co-workers with their travel because they know we know the most and can help them so that's why we all having this problem now with Delta's new system....
Another note...I did have all these SkyMiles numbers written down on paper or in my phone...we even checked my late dads account and a former duplicate account for myself.
Strangely about 4 weeks ago...when I called the Diamond line....the next day I got an email with a friends name on it that I had travelled with previously, for a phone survey...that account too had my phone number and we updated that to his number....now the surveys come with my name.
This same issue applies to email which I fixed 6 months ago...I had not received a Diamond monthly Skymiles newsletter for 3 years because my email was on multiple family accounts...that has been fixed as well...
Bottom line....you must have a dedicated phone number and email for just your account for the newer Delta systems to work perfectly...
We as Diamonds and other elite's end up helping all kinds of family and friends and co-workers with their travel because they know we know the most and can help them so that's why we all having this problem now with Delta's new system....
Dec 30, 2021, 9:44 am
#1987
Join Date: May 2011
Location: NYC (LGA, JFK), CT
Programs: Delta Platinum, American Gold, JetBlue Mosaic 4, Marriott Platinum, Hyatt Explorist, Hilton Diamond,
Posts: 4,893
In 2018/2019, as a Gold I thought Delta phone service was pretty good. It has been abysmal as a Plat in 2021, and it seems Diamond isn't much better. Delta needs to fix it
Dec 30, 2021, 10:02 am
#1988
Join Date: Nov 2011
Location: Minneapolis
Programs: DL DM
Posts: 2,234
Personally, I don't think the Diamond or Platinum or 360 line should be used to help "family and friends" unless they are traveling with you. That isn't what it is there for. Kind of defeats the purpose of having a special line.
Dec 30, 2021, 10:20 am
#1989
Join Date: Feb 2003
Posts: 4,115
I disagree entirely. The quality of agents I used to get was always fantastic. Up until about 3-6 months ago.
Fixed !....after working on this for several weeks when I call the Diamond line...it now says welcome back with my name... a really great agent helped me yesterday...she said the issue is 100% tied to multiple Skymile accounts having my phone number in them ...so it is completely related to family and friends that have your phone number as a primary or backup number....
But yes, totally true that if you have multiple accounts with your phone number in them, this will cause your problem. It’s true on all airline systems too FYI.
Dec 31, 2021, 5:32 am
#1992
Join Date: Oct 2001
Location: Fort Lauderdale, FL USA
Programs: Delta DM/Amex Reserve 2 Million Miler
Posts: 398
Slightly taken out of context....what I meant is that because people know we travel so much we are the go to people for all sorts of travel related issues and advice on all airlines, hotels, car rentals ,national parks etc....however on a rare occasion "Delta specific" I have used the Diamond line to help someone else out...however in some instances for example when I used miles out of "my account" to get my assister's son a ticket and there is an issue the Diamond line I think would be the right place to start..
Dec 31, 2021, 5:42 am
#1993
Join Date: Oct 2001
Location: Fort Lauderdale, FL USA
Programs: Delta DM/Amex Reserve 2 Million Miler
Posts: 398
quick comment on the quality of the Diamond agents....originally it seemed like most of the Diamond agents were based in SLC or Chisholm....I have been getting a lot of agents lately from ATL who do seem new and have to talk to ticketing just like everyone else has been saying...but what I think is really going on is that Delta believes and I agree...that getting us to an agent...."any agent" is better than keeping us on hold for longer just to wait for the best agents....and obviously with last years retirement package Delta lost the best and most senior people across the board
Dec 31, 2021, 5:48 am
#1994
Join Date: May 2011
Location: NYC (LGA, JFK), CT
Programs: Delta Platinum, American Gold, JetBlue Mosaic 4, Marriott Platinum, Hyatt Explorist, Hilton Diamond,
Posts: 4,893
Did Delta actually save any money with these retirement offers? I understand that senior staff will be on a higher salary/wage scale, but buying out senior staff with what were likely good packages, then hiring a bunch of new staff to replace them a few months later doesn’t seem like an effective cost reduction strategy
Dec 31, 2021, 7:24 am
#1995
Join Date: Jul 2003
Location: Atlanta
Posts: 5,179
3 hours and counting on hold this morning as PM.