Duke787

Just called to try and make a flight change for my Mom (that's booked on my miles) and was quoted a THREE HOUR callback time. Are you kidding me Ed? What a freaking joke.

By contrast, my Air Canada flight was canceled on Thursday and had to call UA (was a 016 ticket and the useless Air Canada agents at YYZ wouldn't touch it even though it was their actual flight that had been canceled ) and got through to the Premier Desk in 3 minutes (currently on a Plat status challenge) and got an incredibly helpful agent based in the US who was able to correct the Air Canada errors and get me sorted for replacement flights

Adam Smith

I was quoted 1:08 expected hold/callback time. After ~45 minutes, I was quoted a further 1:20. So DL's call centre system is that bad that the actual hold time will likely be double what I was quoted? Ugh.

richarddd

+++++++++
“Obviously as demand has surged, that continues to put more pressure on the phones. As international [travel] is opening, that puts more pressure on the phones,” Delta Chief Executive Ed Bastian said on the airline’s earnings conference call in April.

On average, Delta’s wait times on the phones were shorter than 30 minutes, he said. A Delta spokesman last week said wait times today are routinely less than an hour “for most customers at most times.”

Southwest Airlines‘ average wait time is about eight minutes, a spokesman says.
+++++++++

Annoying Airline Wait Times Aren’t Going Away This Summer - WSJ

rylan

Don't forget, those wait times are just to get a front line call center agent... if you have an real issue with your ticket that requires anything like a rebooking etc then you'll also have to wait for a supervisor or the reticketing department which can be another 90+ min...

spongenotbob

Just spent 2.5 hours on the phone with AF. Then they needed me to call Delta to get a ticket revalidated (apparently they couldn't do it themselves). Waiting 2 hours for Delta so far. Flight leaves in a few hours. PM. Much fun and enjoying the "seamless" experience.

unitedbusiness

this feeling of powerlessness in not being able to reach any one and having it done in a competent manner would make me beyond livid and incensed.

halls120

Today was a bad news/good news day. KL connecting flight from STR-AMS cancelled while we were sleeping, which meant we missed DL 145 to SEA. We were rebooked for a Saturday STR-AMS and Sunday AMS-SEA, which was very unsat. Tried to change this on line, no joy. Waited 2+ hours to talk to DL human to get something better, only to be disconnected before talking to a live person. Now for the good news. Nice Skyteam employee gave us a number to call in Germany, and 20 minutes later we were talking to a very competent agent who gladly rebooked us to Friday FRA-JFK-SEA. Currently on an ICE train to FRA and a hotel for the night. All things considered, it could have been a lot worse.

CMK10

Got through in only 9 minutes yesterday. That was a welcome change.

NOLAnwGOLD

So I had to call AA (peon status) and it was over 3 hour wait HOWEVER, you could have them call back when it was your turn (like Delta) BUT you could also schedule a call the next day. So I did and it worked! Call came in right around the scheduled time.....why can't Delta do that? Sounds like a similar system too....

mot29

DM/MM
Fri evening, 955pm Pacific Time. Called because I couldn't checkin - an RUC hadn't been processed. No wait time, the Dallas work from home agent messaged a ticketing specialist and it was resolved in 10 minutes. The agent I worked with was a veteran and said she would text rather than call because she could go directly to a ticketing specialist she knew.
Screwed up that I had to call but got an agent who knew how to fix things.

richarddd

It's been about two months since the last post in this thread. Is DL back to reasonable phone hold times?

TheLifeOfA_NKCM

If you have elite status yes. The longest I've waited for the plat line is 10m. Usually is 0-5.

Everything falls apart when ticketing or reissuing is required though as then you're in for another 40m wait

DLASflyer

"current wait time is 0 minutes" very consistently the last few months.

ckx2

I'm not receiving any automated reply through their imessage support. It's literally dead.

diburning

It is November 2022. The text chat agents are still useless.

Because it is Saturday, and there are IRROPS, hold times are quite long. So, I texted about my flight being cancelled and asked to be put on another flight (I gave them the flight numbers).

"Thanks for messaging with Delta! As a Medallion member, your loyalty is highly appreciated. My name is [removed], and we apologize for any frustration related to the schedule change you've experienced. Please know, Delta's number one concern is the safety of our passengers and employees."

Ok? First of all, this wasn't a schedule change, and second of all, I gave you what I wanted, please do it!

Then they took 45 minutes to respond again and the flights I wanted are now sold out.

I'm emailing Ed Bastian a transcript. This is frankly unacceptable.