readywhenyouare

I'm hoping this will be a wake-up call for DL to overhaul their IT and website. You should be able to do anything you need online or through the app.

SuperG1955

Just received this email from DL
Already posted

hull22

Thanks, done! That was so much easier than waiting for a 8hour callback.

Loadmaster

Called the DM line this evening, no pre-recorded offer of a call-back, an agent answered in about 5 minutes.

Duke787

I agree on the need to overhaul their website (hate the UX) but DL is about 5 steps ahead of AA/UA at least in my own experience.

In normal IRROPs, DL re-booking is a piece of cake on the app or online and regular changes are pretty easy on the app too. These are of course extraordinary circumstances with mass changes and cancellations not really seen since 9/11 when modern technology was in its infancy.

ethernal

I am sure that everyone with a compromised immune system, cardiovascular system, or anyone over the age of 60* really appreciates your cavalier attitude towards a genuine public health crisis. Who cares about old people anyways? They're past their productive use anyways - economically useless.

* Make that 50 once the healthcare system is overrun and basic treatment like extra oxygen is impossible to get.

FlyingBeanCounter

Could someone please tell me the phone number to call in singapore?

NVM. Found it. Thanks.

SSF556

Sent @Delta a twitter request for my flight next week....I sent that twit at 1:41pm EST yesterday...still have not gotten a response!

I asked to change my flight from DTW-MSP-Lincoln to DTW-Omaha...that was it.

ryandc99

It took about 24 hours for them to respond to me on Twitter this week. However once you have an agent assigned they take care of you and then close the chat.

vincentharris

I started a stopwatch when I did the “call me back option” and as of right now I’m at 18 hours and 17 minutes waiting for said call back. Also sent a DM on Twitter with no response.

I really hope DL invests some money finally in IT and potentially call center agents too. This is embarrassing and honestly it feels like DL can not handle unforeseen events well at all

ethernal

I think that is a little unfair. I *do* think that there is an element of truth to the fact that Delta seems to intentionally limit online self-service options. That needs to be fixed. That said, having long hold times for what is a truly unprecedented event in the entirety of aviation (the only two close follows were the Icelandic volcanoes and the grounding after 9/11) should not be surprising.

The aviation world is in complete disarray. All things considered, I think Delta has done a good job - better than most - in taking care of their customers in this crisis. I'd give them a little slack. Especially when things escalated after Wednesday night's presidential briefing that stewed a lot of immediate confusion (there is a huge difference between "banning all flights" vs "banning most foreign nationals").

angra

I want to echo and amplify this. I have pending travel on DL, SQ, KE, and AM all affected by the situation. DL has been _by far_ the best among those four at handling my travel at least.

chix

I have an award reservation made yesterday that I need to cancel. When I try to do so online within the 24 hour grace period, a warning says there will be a $150 redeposit fee and subject to additional change fees.

The wait time on the phone said 57 minutes.... I am now at almost two hours and no update message, just music.

I think I may just drive 10 minutes to IAD and walk up to a bored check in agent to get this done properly!

Thoughts?

azdmelani

Twitter support got back to me this AM. Good luck. Hard to predict tomorrow let alone a month from now

Dutch101

Same here, sent a twitter message 4pm on Wednesday, got a reply at 2am (which of course I missed at that time), replied to that at 7am and the issue was taken care of with a reply at 11pm. Things are taking a while, but get done. No big deal, appreciated not having to stay on hold on the phone for hours.