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)
Feb 17, 2022, 8:34 pm
#2131
Join Date: Apr 2019
Location: LAX/ONT
Programs: AS 100K, Hilton Diamond, IHG Plat, Marriott G, Hertz PC, Avis PC
Posts: 518
Platinum line 2/16 night almost 3 hours wait so I chatted, waited for only less than 30 minutes, yet the chat agent told me I'm 40+ on the standby list, while I am actually only in the first ten of the standby list. I should have slept for a few more hours to take a later flight of the day than the one I originally booked. Scared by the chat agent's false information, I chickened out and get my ... up at 3 AM in the morning. When I landed while I can still see the standby list for the flight I want to take (9ish am departure, people behind me also got cleared).
Also, quite a few chat agents I encounter has no idea what SDC is.
Also, quite a few chat agents I encounter has no idea what SDC is.
Feb 22, 2022, 3:33 am
#2132
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
Just 1 data point here.
I'm currently in the UK, so 5 hour time difference from ATL. Got an email last night about a schedule change that would have left me with a 40 minute connection in DTW for DCA-LHR at the end of March.
I called the x1551 number on a voip line at 10 am UK time and after the male voice welcoming me, then the female voice telling me that my info would be used put right through to an agent. She didn't answer as any special line and asked for my SM number as it hadn't passed through.
Moved to an earlier flight DCA-DTW, all the GUC upgrades held.
Total time on call was 9 minutes including taking the post-call survey. The agent was in ATL.
I get lucky sometimes.
I'm currently in the UK, so 5 hour time difference from ATL. Got an email last night about a schedule change that would have left me with a 40 minute connection in DTW for DCA-LHR at the end of March.
I called the x1551 number on a voip line at 10 am UK time and after the male voice welcoming me, then the female voice telling me that my info would be used put right through to an agent. She didn't answer as any special line and asked for my SM number as it hadn't passed through.
Moved to an earlier flight DCA-DTW, all the GUC upgrades held.
Total time on call was 9 minutes including taking the post-call survey. The agent was in ATL.
I get lucky sometimes.
Feb 22, 2022, 7:04 am
#2133
Join Date: Jan 2016
Location: VPS, previously SEA and PIT
Programs: DL Diamond/1MM, Hilton Diamond, Hertz President's Circle
Posts: 1,201
Called last night and was told a 26 minute callback. Never received my callback, so I called again about 2 hours later, wondering if I was still in the queue at all. No go, and now it's a 2 hour wait. Naturally, it's late and I end up falling asleep before they ever call back. Not like it would have mattered anyway, I guess, since it's near impossible to use RUCs these days.
Feb 22, 2022, 9:00 am
#2134
Join Date: Sep 2021
Location: Salt Lake City, Utah
Programs: DL Platinum, Hilton Diamond, Hertz PC
Posts: 139
Called the Platinum line this morning and wasn't offered a callback, but was connected to an agent within 60 seconds of being placed on hold, so I'd say that's a win. Interestingly, have gotten consistently faster hold times when calling in the AM.
Feb 23, 2022, 7:54 pm
#2135
Join Date: Feb 2003
Location: Southern California
Programs: United MileagePlus Premier 1K, Delta SkyMiles Diamond Medallion
Posts: 1,150
Tried an SDC this evening, but the app threw up a dialog about technical difficulties while processing it, leaving my reservation in a halfway state where it seemed like I was confirmed on the new flights (had seat assignments and I could tell from test booking that the inventory was gone), but couldn't check in ("you don't have an eTicket") -- so pretty standard case of just-needs-reissue.
Called in, quoted ~45 minute callback. After a short while it occurred to me, hey, I can try the traveling within the next 48 hours phone line. Despite probably being in "competition" with folks dealing with WX today, I got through in ~10 minutes. That was the good news.
The bad news was that although the agent genuinely seemed like they wanted to help, they also seemed out of their depth (not entirely surprising if it's all-hands-on-deck for massive IRROPs that the average agent's experience level would drop), and despite my attempts to coach them into doing a reissue (they tried it, or claimed to), they could see it was still in some weird state -- it seemed like possibly the system wanted to add/collect even for a last-seat premium cabin SDC. But they were unable to move past this, and kept getting hung up on how it was a Delta Vacations booking and insisting they needed to send me over to DV (which I knew was going to be a complete black hole) and when I suggested the ticketing support desk they just repeated the DV stuff, even though it's T-24h.
Fortunately just as I was giving up on succeeding with this agent, the callback came in (beating the estimate by ~20 minutes) so I said "okimgoingtotrythisanotherway,thanksforyourhelpand goodbye<click>" and took the callback. The callback agent was on point, instantly confirmed that "yep I can see this just needs a reissue... let me clean up the fare construction... give me a few moments... ok you should be able to check in now, I'm happy to wait on the line while you give it a try."
Called in, quoted ~45 minute callback. After a short while it occurred to me, hey, I can try the traveling within the next 48 hours phone line. Despite probably being in "competition" with folks dealing with WX today, I got through in ~10 minutes. That was the good news.
The bad news was that although the agent genuinely seemed like they wanted to help, they also seemed out of their depth (not entirely surprising if it's all-hands-on-deck for massive IRROPs that the average agent's experience level would drop), and despite my attempts to coach them into doing a reissue (they tried it, or claimed to), they could see it was still in some weird state -- it seemed like possibly the system wanted to add/collect even for a last-seat premium cabin SDC. But they were unable to move past this, and kept getting hung up on how it was a Delta Vacations booking and insisting they needed to send me over to DV (which I knew was going to be a complete black hole) and when I suggested the ticketing support desk they just repeated the DV stuff, even though it's T-24h.
Fortunately just as I was giving up on succeeding with this agent, the callback came in (beating the estimate by ~20 minutes) so I said "okimgoingtotrythisanotherway,thanksforyourhelpand goodbye<click>" and took the callback. The callback agent was on point, instantly confirmed that "yep I can see this just needs a reissue... let me clean up the fare construction... give me a few moments... ok you should be able to check in now, I'm happy to wait on the line while you give it a try."
Feb 25, 2022, 5:53 am
#2136
Join Date: Feb 2020
Location: London/JAX
Programs: DL PM, BA Gold, UA Silver, Marriott Titanium, Hilton Gold, Radisson Premium, Global Entry, CLEAR
Posts: 872
Wow I am fed up and upset. Called Delta last night to book a flight with credit that wouldn't let me do it online, got quoted a 1 hour 20 minute callback on PM line, got called back at 12:30AM, 3 hours later, after I just went to bed at that point. I wake up and check the flight again, now the flight has jacked up from $633 to $1124. Wouldn't be in this situation if Delta's IT would've just let me do it online or if they honored my callback time...
Update: called again this morning, they called me back right away and honored the old fare, life is good again
Update: called again this morning, they called me back right away and honored the old fare, life is good again
Last edited by coke cans and winglets; Feb 25, 2022 at 6:32 am Reason: New info
Feb 25, 2022, 8:11 am
#2137
Join Date: Nov 2004
Location: Nashville
Programs: DL DM 3 MM AA PLAT HH Lifetime Diamond Marriott Plat AMB lifetime titanium Hertz PC
Posts: 6,187
Northeast is an absolute disaster, All Bos flights were cancelled for Friday. I was on a flight Thursday night were they were offering 1500 plus hotels, and could not get volunteers since best case they would get you out Saturday. This is were the phone and website make life hell. On a good day it is a 10 - 20 minute wait, but when you really need them it is impossible.
Feb 25, 2022, 8:37 am
#2138
Join Date: Jan 2006
Location: Atlanta but Washington DC will always be home.
Programs: Marriott LTP, Hilton Diamond, Accor Gold, Hyatt Explorist,, Delta Plat,
Posts: 2,075
Sigh. Silver here, just called in (10:30am Eastern) because of an issue with Delta's system and a codeshare reservation on Virgin (my other thread is weird schedule issue - should I ignore or call). No option for callback - told 2.5 hour wait - so I hung up. Signed into messaging...told 82 minute wait. I've got to be on the road at noon....will see if I reach an agent before I have to go.
Edit: Nope, no answer as I got to 90 minutes and I had to go so I closed messaging. Will try again on Monday.
Edit: Nope, no answer as I got to 90 minutes and I had to go so I closed messaging. Will try again on Monday.
Last edited by dcstudent; Feb 26, 2022 at 11:01 am
Feb 25, 2022, 10:20 pm
#2139
Join Date: Feb 2003
Location: Southern California
Programs: United MileagePlus Premier 1K, Delta SkyMiles Diamond Medallion
Posts: 1,150
This DL delay is pretty incredible
any one have any insight ?
or was this normal at JFK today?
any one have any insight ?
or was this normal at JFK today?
Mar 10, 2022, 2:48 pm
#2140
Join Date: Dec 2020
Programs: SWA Alist, Companion Pass
Posts: 122
Extensive hold times with Message Us and then....nowhere....
I've been trying to use Delta's "message us" feature for the first time this week without any success. Asking if anyone has found the secret sauce to use this for help from a real Customer Support person. Messaging starts with the Virtual Assistant and then a Representative eventually comes online. After explaining my request, I am transferred to a specialist (Skymiles or Partner Support). After waiting anywhere from 30 minutes to over an hour for a specialist to respond, it goes right back to the Virtual Assistant with no information being retained. Doesn't seem like it matters if I just stay on the chat and wait, or if I send messages like "hello" during the wait.
Is this normal (and the specialists aren't typically reachable with the Messaging function) or am I just unlucky? Thanks for any advice on how to make this messaging support option be anything other than totally frustrating.
Is this normal (and the specialists aren't typically reachable with the Messaging function) or am I just unlucky? Thanks for any advice on how to make this messaging support option be anything other than totally frustrating.
Mar 10, 2022, 3:40 pm
#2141
Join Date: Oct 2021
Programs: delta
Posts: 31
I've been trying to use Delta's "message us" feature for the first time this week without any success. Asking if anyone has found the secret sauce to use this for help from a real Customer Support person. Messaging starts with the Virtual Assistant and then a Representative eventually comes online. After explaining my request, I am transferred to a specialist (Skymiles or Partner Support). After waiting anywhere from 30 minutes to over an hour for a specialist to respond, it goes right back to the Virtual Assistant with no information being retained. Doesn't seem like it matters if I just stay on the chat and wait, or if I send messages like "hello" during the wait.
Is this normal (and the specialists aren't typically reachable with the Messaging function) or am I just unlucky? Thanks for any advice on how to make this messaging support option be anything other than totally frustrating.
Is this normal (and the specialists aren't typically reachable with the Messaging function) or am I just unlucky? Thanks for any advice on how to make this messaging support option be anything other than totally frustrating.
I have never been disconnected during these long waits, but they are frustrating. I think you are just unlucky.
Mar 10, 2022, 3:57 pm
#2142
Join Date: Dec 2020
Programs: SWA Alist, Companion Pass
Posts: 122
In my experience when they put you on a long wait, usually 30+ minutes, every time I send "hello" or "?" during the wait I get a message back saying they are still working on it.
I have never been disconnected during these long waits, but they are frustrating. I think you are just unlucky.
I have never been disconnected during these long waits, but they are frustrating. I think you are just unlucky.
on with specialist and then right back to Virtual Assistant
Mar 11, 2022, 10:37 am
#2143
Join Date: Dec 2000
Location: AZO, SRQ
Programs: DL PM
Posts: 311
I got thru on the special “traveling within 48 hours line” within 15 minutes this morning. Unfortunately, they weren’t able to find anything to get me from SRQ-GRR or AZO today (rather than tomorrow with the storms forecasted to come thru in the morning) for less than $1600. Tis the season.
Mar 11, 2022, 10:40 am
#2144
Join Date: Oct 2021
Programs: delta
Posts: 31
It looks like it's the same process: virtual assistant then couple of transfers but maybe the web one actually disconnects after a while?
Mar 13, 2022, 5:29 pm
#2145
Join Date: Dec 2020
Programs: SWA Alist, Companion Pass
Posts: 122
Actually I was talking about the new chat service built into iphone. Like I just message "Delta" directly in the messages app on the iphone.
It looks like it's the same process: virtual assistant then couple of transfers but maybe the web one actually disconnects after a while?
It looks like it's the same process: virtual assistant then couple of transfers but maybe the web one actually disconnects after a while?