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)
Mar 19, 2022, 10:17 pm
#2176
Join Date: Jan 2008
Location: SJC/YUL
Programs: DL PM, Marriott Gold
Posts: 3,878
So ever since the system changed they have no idea who I am. And when I call I just get lumped into the line with everyone else. When they call me back (if they even do) they ask for my info.
How can this be? How do I update (whatever system) to have it recognize the number I am calling from?
How could Delta take a 15+ year step BACK with a NEW system????
How can this be? How do I update (whatever system) to have it recognize the number I am calling from?
How could Delta take a 15+ year step BACK with a NEW system????
Mar 21, 2022, 2:15 pm
#2177
Join Date: Jul 2000
Posts: 3,746
You are correct - it seems to recognize my number, but it treats me worse when I use a number associated with my account than the number in my profile:
Using Number in my Profile:
I testes this a few times and the results were consistent.
Take away message: If you are Silver, don't call from the number in your profile.
Using Number in my Profile:
- Wait of two hours 39 minutes.
- No offer of callback or texting representative
- Gives me option of support by text message (system will text me back).
- If I decline text messaging option, then I am told there is a 2 hour 38 minute wait.
I testes this a few times and the results were consistent.
Take away message: If you are Silver, don't call from the number in your profile.
Mar 21, 2022, 8:41 pm
#2178
Join Date: Apr 2010
Location: MCO (Formerly LAX)
Programs: DL PM
Posts: 310
Any other ideas for those of us getting lumped into the general pool? I did have my number duplicated in my daughter's skymiles account so I pulled that, resaved everything, but still nothing when I call in. Very frustrating!
Update - I waited 12 hours, tried again, and now the system recognizes me again. So note to others that it's not always instantaneous.
Update - I waited 12 hours, tried again, and now the system recognizes me again. So note to others that it's not always instantaneous.
Last edited by sharktums; Mar 22, 2022 at 1:35 pm
Mar 22, 2022, 4:34 pm
#2179
Join Date: Apr 2013
Programs: SPG, AA, United
Posts: 1,815
That explains why the wait times are terrible, but doesn't explain why the estimates when one initially calls turn out to be so inaccurate.
As noted--mathematically they are either forgetting peoples' place in queue, or they are using inaccurate estimates of the average call time, percentage of folks who abandon a call before being helped, or the number of agents that will be available to answer the queue.
Or they are just spouting random / rosy estimates without any mathematical foundation.
(I'm weirdly interested in this as 20 years ago I learned more than I might care to know about contact center math--though professionals please correct me on the above!)
As noted--mathematically they are either forgetting peoples' place in queue, or they are using inaccurate estimates of the average call time, percentage of folks who abandon a call before being helped, or the number of agents that will be available to answer the queue.
Or they are just spouting random / rosy estimates without any mathematical foundation.
(I'm weirdly interested in this as 20 years ago I learned more than I might care to know about contact center math--though professionals please correct me on the above!)
Mar 22, 2022, 4:35 pm
#2180
Join Date: Apr 2013
Programs: SPG, AA, United
Posts: 1,815
Any other ideas for those of us getting lumped into the general pool? I did have my number duplicated in my daughter's skymiles account so I pulled that, resaved everything, but still nothing when I call in. Very frustrating!
Update - I waited 12 hours, tried again, and now the system recognizes me again. So note to others that it's not always instantaneous.
Update - I waited 12 hours, tried again, and now the system recognizes me again. So note to others that it's not always instantaneous.
Glad you got it working!
Mar 22, 2022, 6:48 pm
#2181
Join Date: Jun 2011
Location: NYC
Programs: AA GLD, AC
Posts: 4,220
Just a data point from a no-status peon: at around 7:15pm EDT (give or take) I phoned in, got a message saying an estimated 37-minute hold time. I waited on hold for around an hour, maybe 70 minutes or so before getting an agent.
And, as a side note, she was absolutely excellent. Got everything sorted out quickly and was quite personable and friendly on the phone. I actually waited on hold for the post-call survey to give her a 5!
And, as a side note, she was absolutely excellent. Got everything sorted out quickly and was quite personable and friendly on the phone. I actually waited on hold for the post-call survey to give her a 5!
Mar 22, 2022, 8:01 pm
#2182
Join Date: Feb 2015
Location: ANC
Programs: DL DM
Posts: 1,856
Called Monday midday into the PM line. Offered a 25 minute callback. Callback came right at 25 minutes. Friendly agent picked up right away, no additional waiting, and identified herself as on the "Platinum Desk" (haven't heard that phrase in a while). Easily completed my request to get the KLM PNRs on a few reservations we have coming up. Gave her a 5 on the survey.
Mar 23, 2022, 6:20 pm
#2183
Join Date: Jul 2000
Posts: 3,746
Called Monday midday into the PM line. Offered a 25 minute callback. Callback came right at 25 minutes. Friendly agent picked up right away, no additional waiting, and identified herself as on the "Platinum Desk" (haven't heard that phrase in a while). Easily completed my request to get the KLM PNRs on a few reservations we have coming up. Gave her a 5 on the survey.
Mar 26, 2022, 8:41 pm
#2184
Join Date: Mar 2016
Location: MSP & MCO
Programs: DL PM & NRSA, AA Gold, ANA Plat, Hilton Gold, Marriott Gold, National EC Exec, GE, CLEAR
Posts: 1,225
Whelp the 9154 number appears to have gone the way of Singapore. I guess it’s time to hunt for other numbers.
At least the hold times are now an hour instead of ten.
At least the hold times are now an hour instead of ten.
Apr 8, 2022, 4:08 pm
#2185
Join Date: Aug 2006
Location: Pittsburgh Pennsylvania
Programs: Marriott Platinum, Starwood Platinum
Posts: 373
So now the last "good" Delta phone number that got us to agents relatively quickly is now gone smh.
Remember there was kind of a secret number 1-855-548-2505 that nobody really knew what it was. My experience with this number was mostly positive, mainly because it was answered within 10 minutes all the time. The agents were relatively new most of them, but they were serviceable for the most part.
Unfortunately, last week 1 of the popular travel blogs VIEW FROM THE WING published this number and encouraged people to call it if they needed help with their travel on Delta. He called it a "workaround". I felt like that was going to be the beginning of the end of it and I was right.
Today I called that number and it was now the awful recording of Delta's main phone number. It found my skymiles number and started the usual prompt routine. It's really a shame because that 1-855 number was so much quicker and convenient. It didn't need my skymiles number or asked numerous questions. Nope it gave a quick recorded message and said "I'LL CONNECT YOU WITH A DELTA REPRESENTATIVE WHO CAN HELP". In 10 minutes or less we got an agent. Just to see what happened now I went through the prompts and questions and waited and waited and waited. 90 minutes later still just the awful hold music was playing so I hung up.
Delta continues to ruin and ruin their phone system each passing week. It's really a shame. And thanks Gary Leff the owner of that blog for expediting its demise.
Remember there was kind of a secret number 1-855-548-2505 that nobody really knew what it was. My experience with this number was mostly positive, mainly because it was answered within 10 minutes all the time. The agents were relatively new most of them, but they were serviceable for the most part.
Unfortunately, last week 1 of the popular travel blogs VIEW FROM THE WING published this number and encouraged people to call it if they needed help with their travel on Delta. He called it a "workaround". I felt like that was going to be the beginning of the end of it and I was right.
Today I called that number and it was now the awful recording of Delta's main phone number. It found my skymiles number and started the usual prompt routine. It's really a shame because that 1-855 number was so much quicker and convenient. It didn't need my skymiles number or asked numerous questions. Nope it gave a quick recorded message and said "I'LL CONNECT YOU WITH A DELTA REPRESENTATIVE WHO CAN HELP". In 10 minutes or less we got an agent. Just to see what happened now I went through the prompts and questions and waited and waited and waited. 90 minutes later still just the awful hold music was playing so I hung up.
Delta continues to ruin and ruin their phone system each passing week. It's really a shame. And thanks Gary Leff the owner of that blog for expediting its demise.
Apr 8, 2022, 10:33 pm
#2186
Join Date: Mar 2016
Location: MSP & MCO
Programs: DL PM & NRSA, AA Gold, ANA Plat, Hilton Gold, Marriott Gold, National EC Exec, GE, CLEAR
Posts: 1,225
Meh the 2505 number still seems fine. It just asks your SM number and if you're calling from an airport.
If you are, that's it, you're done, was fast enough not to give me a hold time otherwise it dumps you in the general queue.
If you are, that's it, you're done, was fast enough not to give me a hold time otherwise it dumps you in the general queue.
Apr 9, 2022, 2:28 pm
#2187
FlyerTalk Evangelist
Join Date: Sep 2006
Location: Toledo, OH
Programs: Delta DM & MM, Hilton DM, Marriott gold, Hyatt Globalist, Alaska 75K, Wyndham Diamond,
Posts: 15,399
Too bad a blogger had to ruin it by publishing it like they did with the Singapore line.
Apr 10, 2022, 11:52 am
#2188
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
Delta needs to take notes here, I had to call Alaska a couple hours ago about a schedule change and I was never offered a callback or hold time and someone answered right away. I am a lowly MVP and they are in the middle of an operational meltdown...
Apr 11, 2022, 7:28 pm
#2189
FlyerTalk Evangelist
Join Date: Jun 2008
Programs: Formaldehyde Medallion DL DieMiles
Posts: 12,646
It is inexcusable for a Diamond to have to wait 1.5 to 2.0 hours to reach an agent in the evening.
Does this mean that the 24 hour cancellation guarantee should be interpreted to be a 22 hour cancellation guarantee, since you have to begin at 10:00 PM in order to meet the 12:00M cut-off?
A new wrinkle... it used to be that if you elected the "I'll wait on hold option" your initial choice was fixed. Now they come back on every 20 minutes or so and ask if you want to hold, or elect for a call back. So, you have to repeatedly reaffirm your "I'll wait on hold" selection.
As I have noted elsewhere, the call back option does not work for me, since the system will not acknowledge any of my key pad inputs.
Apr 11, 2022, 7:48 pm
#2190
Join Date: Mar 2016
Location: MSP & MCO
Programs: DL PM & NRSA, AA Gold, ANA Plat, Hilton Gold, Marriott Gold, National EC Exec, GE, CLEAR
Posts: 1,225
Noting that the first post in this thread was over two years ago, I would suggest that if DL management had any serious intention of solving this problem, we would have seen some improvement by now.
It is inexcusable for a Diamond to have to wait 1.5 to 2.0 hours to reach an agent in the evening.
Does this mean that the 24 hour cancellation guarantee should be interpreted to be a 22 hour cancellation guarantee, since you have to begin at 10:00 PM in order to meet the 12:00M cut-off?
A new wrinkle... it used to be that if you elected the "I'll wait on hold option" your initial choice was fixed. Now they come back on every 20 minutes or so and ask if you want to hold, or elect for a call back. So, you have to repeatedly reaffirm your "I'll wait on hold" selection.
As I have noted elsewhere, the call back option does not work for me, since the system will not acknowledge any of my key pad inputs.
It is inexcusable for a Diamond to have to wait 1.5 to 2.0 hours to reach an agent in the evening.
Does this mean that the 24 hour cancellation guarantee should be interpreted to be a 22 hour cancellation guarantee, since you have to begin at 10:00 PM in order to meet the 12:00M cut-off?
A new wrinkle... it used to be that if you elected the "I'll wait on hold option" your initial choice was fixed. Now they come back on every 20 minutes or so and ask if you want to hold, or elect for a call back. So, you have to repeatedly reaffirm your "I'll wait on hold" selection.
As I have noted elsewhere, the call back option does not work for me, since the system will not acknowledge any of my key pad inputs.
Its probably for the better they offer it occasionally though. If you’ve waited on hold for four hours, it doesn’t hurt to have the option to bail and chance it on a callback as opposed to just HUCA