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Delta Extensive Hold Times during COVID-19 (consolidated thread)

Old Apr 26, 2021, 9:40 pm
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Last edit by: TheLifeOfA_NKCM
Singapore Reservations Line often can be reached with little to no hold time.
+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

1 (800) 835-9154 is a number that has worked for many members. It is unknown what specifically this line is used for.

This number also stopped working around March 24, 2022.
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Delta Extensive Hold Times during COVID-19 (consolidated thread)

Old Apr 16, 2022, 1:51 am
  #2191  
 
Join Date: Feb 2003
Location: Southern California
Programs: United MileagePlus Premier 1K, Delta SkyMiles Diamond Medallion
Posts: 1,144
Looks like a crummy start to the morning at ATL on a busy holiday travel weekend….
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unitedbusiness is offline  
Old Apr 16, 2022, 4:42 am
  #2192  
 
Join Date: Aug 2016
Programs: Delta
Posts: 85
Originally Posted by unitedbusiness
Looks like a crummy start to the morning at ATL on a busy holiday travel weekend….
Why? 9 delays and 3 cancelations outbound as opposed to 4 and 8 at Newark?
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Old Apr 16, 2022, 12:03 pm
  #2193  
 
Join Date: Jan 2022
Programs: DL, UA, AA
Posts: 1,991
Originally Posted by StayingHomeIsBetter
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.

For me, this is a perfectly good system. I like the callback option, and I like more options, rather than fewer, and the option of changing my mind if the situation on the ground changes.
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Old Apr 16, 2022, 7:09 pm
  #2194  
 
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
Originally Posted by StayingHomeIsBetter
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.
I tend to agree it doesn't want me to give them 10K + dollars for a J ticket when I know other the inflight piece everything else is a crap shoot.
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Old Apr 17, 2022, 4:39 pm
  #2195  
 
Join Date: May 2015
Location: DCA
Programs: AA EXP, DL FO, Marriott Titanium
Posts: 6,709
Is the call back system straight up down today? I'm not getting the personalized greeting or wait estimate either.
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Old Apr 19, 2022, 10:43 am
  #2196  
 
Join Date: Aug 2017
Location: Chicago
Programs: United-1K, Marriott-Titanium Ambassador, Hyatt-Globalist
Posts: 215
I just want to say as a DM I haven’t needed to wait longer than 5min in a few months.

Now them waiting on hold to use a RUC can take like 40min. No idea why they have to call a special line to do it.
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CloneCones is offline  
Old Apr 19, 2022, 11:13 am
  #2197  
 
Join Date: Jul 2006
Location: Earth (non-US)
Programs: NW Gold->CO->UA->DL PM
Posts: 1,335
Originally Posted by Goodoldflyer
For me, this is a perfectly good system. I like the callback option, and I like more options, rather than fewer, and the option of changing my mind if the situation on the ground changes.
It's not a perfectly good system if you don't want to have to monitor the line.
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Old May 3, 2022, 8:31 am
  #2198  
 
Join Date: Sep 2021
Location: Salt Lake City, Utah
Programs: DL Platinum, Hilton Diamond, Hertz PC
Posts: 138
Not sure if things have gotten better recently or if I just got lucky, but called the PM line this morning and got an agent in under a minute of holding.
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skislc is offline  
Old May 3, 2022, 10:41 am
  #2199  
 
Join Date: Feb 2007
Location: Atlanta
Programs: Delta Death March, Hyatt Globalist, IHG Plat, Marriott/Hilton Gold Life
Posts: 1,523
How often does Delta know/recap/resume your prior agent interactions?

Same channel (phone) or multi-channel (i.e. chat > phone) ?

Seems like this SHOULD be possible in 2022, no?
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lindros2 is offline  
Old May 3, 2022, 12:07 pm
  #2200  
 
Join Date: Feb 2011
Posts: 4
Originally Posted by skislc
Not sure if things have gotten better recently or if I just got lucky, but called the PM line this morning and got an agent in under a minute of holding.
Also a PM and waited less than a minute to get an agent yesterday (Monday) morning around 8:30 am.
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Old May 3, 2022, 12:13 pm
  #2201  
 
Join Date: Jan 2016
Location: VPS, previously SEA and PIT
Programs: DL Diamond/1MM, Hilton Diamond, Hertz President's Circle
Posts: 1,186
Originally Posted by deltaFO
Also a PM and waited less than a minute to get an agent yesterday (Monday) morning around 8:30 am.
I was told by an agent that mornings were significantly smoother sailing, but hopefully this is indicative of smoother sailing across the board.
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Old May 10, 2022, 8:52 am
  #2202  
FlyerTalk Evangelist
 
Join Date: Apr 2001
Location: NYC
Posts: 27,190
Was advised of a 1h40m wait last night (Sunday) around 10pm ET. No offer of a callback.
Actual hold time was closer to 2 hours.

I had a 2-passenger reservation and I needed to (a) divide the PNR (can't do online), and (b) drop a segment for one passenger (can't change r/t into a o/w online). Definitely frustrating. Also not something I would have trusted a chat agent to do properly.
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Old May 11, 2022, 1:06 am
  #2203  
 
Join Date: Apr 2013
Programs: SPG, AA, United
Posts: 1,782
Originally Posted by SamirD
I should ask my wife of her opinion on such things since she builds and manages contact centers for companies (not Delta, lol).
Forgot about this so I just asked her. It depends on how things are configured, but generally it will take the average call time and multiply it by the number of calls in queue to come up with the estimated wait time. When I asked her how can these systems be off so much between the estimate and the real wait, she mentioned that call times simply go over and the average changes and not all systems will update the wait time when it changes. So you'll hear 30 minutes and then it can end up being longer because since the time it told you 30m, things changed. Hope this explains stuff. It is also important to note that she said most systems have the same functionality so there is a feature to update these estimates in real-time (as many of have heard on other hold systems), and for whatever reason Delta simply isn't using it.
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Old May 11, 2022, 3:45 pm
  #2204  
 
Join Date: Feb 2007
Location: Atlanta
Programs: Delta Death March, Hyatt Globalist, IHG Plat, Marriott/Hilton Gold Life
Posts: 1,523
Originally Posted by SamirD
Forgot about this so I just asked her. It depends on how things are configured, but generally it will take the average call time and multiply it by the number of calls in queue to come up with the estimated wait time. When I asked her how can these systems be off so much between the estimate and the real wait, she mentioned that call times simply go over and the average changes and not all systems will update the wait time when it changes. So you'll hear 30 minutes and then it can end up being longer because since the time it told you 30m, things changed. Hope this explains stuff. It is also important to note that she said most systems have the same functionality so there is a feature to update these estimates in real-time (as many of have heard on other hold systems), and for whatever reason Delta simply isn't using it.
Having worked with Verint, Genesys, NICE, and Witness Systems... it's not that simple.
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Old May 13, 2022, 8:22 pm
  #2205  
FlyerTalk Evangelist
 
Join Date: Mar 2012
Posts: 19,390
Something's going on tonight. I can't check in for my 6 pm flight out of MSY tomorrow and the estimated wait time on the Platinum line is up to 2.5 hours. I've been waiting for a "chat" agent to be assigned for 1h 50m.
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