diburning

These chat agents take forever to connect, and they absolutely suck. They just keep parroting unrelated statements instead of addressing the issue. Then when I ask if they could have a supervisor or manager look at the problem, they just disconnect, and it will then be a multi hour wait for the next agent. I am then sent a survey that when I respond to it, the system tries to ask me questions again as if I'm contacting them for the first time.

I guess having status means nothing.

After spending hours with inept agents (who are probably outsourced), I went to the airport, where the counter agent solved the problem with three clicks of the mouse. I sincerely hope this is not the new normal at Delta.

RealHJ

It is. It's not yet 100% outsourced. Just wait until 100% of reservations and CS is outsourced to the company that provides these inept agents, whose only goal is to waste your time and/or conveniently disconnect (most often with a message that you must call Delta CS for a routine reservations issue, like making a new reservation, using GUC, cancel, etc., and that they - reservations - cannot handle it), so you have to start all over again.

The best thing to do nowadays is to call the DL CS number direct. It's limited hours, but at least the CS agents are US-based, empowered and trained/experienced, so they will get what you need done quickly and efficiently, though it is not their job (but just explain to them that the chat/SMS "reservations" told you to call them).

AKC6

Headline says it all. Can't put in my FF #. Not feeling the love. Two res that need to go to the reissue desk. One Monday evening shot.

sharktums

^Interesting, I called at 6pm, was quoted 34 minutes for a call back, waited just over an hour and someone called me back. They couldn't solve my problem though.

ijgordon

Well, there was severe weather in the Northeast today so that's not all that bad of a hold time...

jm0933

Currently on hold, trying to get an award flight booked that is throwing a fare error on the website. I have no problems on the Plat line getting an agent who can confirm there is a problem, but I end up getting placed on hold and transferred to international ticketing to sort it out. No quoted hold time, no option for callback. Currently at 1 hr. 40 minutes holding. This is the third attempt today (first time was not prepared for long hold, second time got disconnected).

Meanwhile have watched the price increase by 15k miles, and now inventory at the higher price appears to be drying up (seeing only x tickets left at this price where I was not before). So getting nervous.

Anybody know if this is normal right now for international ticketing or does it sound like I have been transferred into a black hole? Considering HUCA but I think I am likely to get told it is normal, just have to wait, and get sent to the back of the line.

AKC6

Tried again last night and it was 3h58m.
Tried tonight and it was 10m, with call-back option. Great Dallas agent, did 2 reissues in 8m. Feeling the love again. Really, sometimes it takes so little to make us happy.

manacit

Truthfully, this might be the problem that pushes me toward AS/AA.

Stuck in an airport due to a MX delay (which is 100% going to cause a missed connection), and it's nearly impossible to get ahold of anyone within a reasonable timeframe. Hold times are two hours as a Platinum, by which time anything could happen.

This wasn't as much of a problem when DL was running a better operation (though this is a KL MX problem), but now I find myself calling a lot more when things go wrong. Even if/when you do reach someone, there's usually a 30 minute wait while they talk to a supervisor for anything that's not trivial.

dealOCD

Oh no 3h58m! UGH third time this week I'm trying to stay awake to get through with times quited 3. 5 hrs. ALready 1.5 hrs in (no call back and really need to get them at this point and not risk hanging up) yesterday it hung up 1.25 hrs in. Just went to sleep at that point. are they even truly differentiating between medalian levels for this?

the bot didnt work for me...indicated 80 min wait time and then timed out on me!
The app nor the laptop works to change my international flight/including city.
I havent had such wait times since 2020

would they help with rebooking at airport? I asked at LAX when I checked in but they indicated its only bag drop check in. If I cant get through is there an airport option? Not ideal as prices keep increasing meanwhile.

diburning

Are you flying in Delta One? The agents in the Delta One room at LAX will be able to help you.

pharmflyer

Called to apply an RUC today about 1230pm central time- was quoted 10min and got an agent in 9 - not too bad. Now the actual applying part....

CMK10

It's so sad that I was thrilled today because my hold time was "only" 33 minutes.

richarddd

FWIW, this was my experience with the competition over multiple calls in the morning. AA did callbacks that averaged 10 minutes, although once I had to hold an additional 5 minutes. BA UK averaged about 5 minutes. BA US was too busy and hung up.

The issue was rescheduling a flight that was delayed 8.5 hours for aircraft maintenance. The flight was only delayed more than a few minutes once in the past two months (and that was only 57 minutes).

physicsdude

Even the 855 number for when your flight gets cancelled takes on average 35 minutes based on 14 tries.

Billy Mumphrey

Looking to split the PNR for a family trip (4 total) so we're all eligible for upgrades (me as DM + child and wife as PM + child).

Call 1: 10 minute wait but agent claims I'm not allowed to split off passengers and would need to rebook.
Call 2: Only 3 minute wait and agent claims she can split passengers off the PNR, but only 1 at a time (so I wouldn't be able to get 2 and 2). Ask for a supervisor, and after a 45 minute wait she comes back and said the supervisor successfully split the PNR.

In total about 1 hour wasted for something that used to take less than a couple minutes. A far cry from the days of a dedicated DM desk. And it seems emblematic of Delta's phone agent problem, hire a ton of new agents without proper training and then the bottleneck moves from long wait times just to get a front-line agent to long wait times for a supervisor who can actually do what you need them to do.