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

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

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Old Mar 26, 22, 12:38 pm   -   Wikipost
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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/delt...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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Old Jul 8, 21, 12:36 pm
  #1351  
 
Join Date: Feb 2015
Location: BOS
Programs: UA Platinum, Amex Platinum
Posts: 64
Originally Posted by JesseRohr View Post
Were you also calling the DM priority line?
Probably not since I don't know what that is; but by Googling I assume a Direct Message priority line? I was trying to message them via the website, too. Thankfully at check-in it allowed me to change flights to one departing tonight - I'm surprised others who know the inner-workings of Delta better didn't beat me to the punch. I also thought there'd be a $75 same-day change fee but was pleasantly surprised there wasn't. (This is what happens when you get used to flying only one airline.)
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Old Jul 8, 21, 1:34 pm
  #1352  
 
Join Date: Feb 2003
Location: Southern California
Programs: United MileagePlus Premier 1K, Delta SkyMiles Diamond Medallion
Posts: 728
Originally Posted by BOSskier View Post
Probably not since I don't know what that is; but by Googling I assume a Direct Message priority line? I was trying to message them via the website, too. Thankfully at check-in it allowed me to change flights to one departing tonight - I'm surprised others who know the inner-workings of Delta better didn't beat me to the punch. I also thought there'd be a $75 same-day change fee but was pleasantly surprised there wasn't. (This is what happens when you get used to flying only one airline.)
No, Diamond Medallion priority phone line
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unitedbusiness is offline  
Old Jul 8, 21, 1:38 pm
  #1353  
 
Join Date: Feb 2003
Location: Southern California
Programs: United MileagePlus Premier 1K, Delta SkyMiles Diamond Medallion
Posts: 728
Originally Posted by SOBE ER DOC View Post
Literally at the end of my rope with the inexcusable delays when calling the DM line. My rant follows below.

1. Flight disruption. Call the line and receive automated message saying the estimated callback time is 3 hours and 45 minutes.

2. Duck into the SC to resolve the issue. Wind up cancelling my outbound and moving to a different airline. SC agent says she'll "take care of it" and preserve my return

3. Reissued itinerary shows my outbound flights cancelled and the ticked converted to a one-way for the return. NO REFUND OF ANY FARE DIFFERENCE.

4. Complete the trip can call DM line back (when I had time). Receive an automated message saying the estimated callback time is 1 hour and 40 minutes. Actual callback time 2 hours

5. Agent who claimed to be at the "Dallas" call center and in no way knowledgeable about anything DL proceed to ask ridiculous security questions that are "to make it easier to assist you." At the end of those she still does not have my SM number in front of her so I have to provide that again. Her approach is to work off of her script and not

6. Placed on hold for 20 minutes while she speaks to someone in the "refunds department" to get this sorted out. She then comes back and tells me the refund will be processed but doesn't tell my how much until I ask. I then ask why this wasn't handled immediately I was told that "refunds are issued after travel is complete and you call in to request it." W T F...?!? I have never experienced this having been a DM since launch.

To add insult to injury, after the call was completed, i received an email from DL saying "This is not a refund. This is confirmation that a Refund has officially been requested and submitted for review." Ridiculous. Absolutely ridiculous.

I can't believe I'm about to say this, but UA is kicking DL's rear on customer service right now. I'm embarrassed for DL.
you ain’t kidding ! UA is doing everything right and top notch… leading the way among the US airlines in almost every regard now…from new routes to post-pandemic marketing, technology advancements and attentive and promot customer/airport/phone service
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Old Jul 8, 21, 1:54 pm
  #1354  
 
Join Date: Jun 2005
Location: Huntsville, AL
Programs: DL DM 1.764MM, Hilton Diamond, IHG Platinum, Avis CHM.
Posts: 7,698
Just for grins, I just called to check on the current wait time. The wait time was zero, as the recording said to call back later or call my travel agency. The call then was disconnected. Tried twice to be sure.

Ed has made a real mess for sure.

Yikes.
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Old Jul 8, 21, 1:58 pm
  #1355  
 
Join Date: Apr 2003
Location: SEA, NW/DL 1.6Million Miler
Programs: DL 1MM Annual Silver, AS 75K 15-22
Posts: 3,903
Ugg Tropical storm Elsa😡

Tried calling 7/8 for a schedule change notification I received… and can’t change online.

Trial 1: Midnight 7/8, advised less than 2 hour hold, got disconnected at 1 hour 15 min mark 🤬
Trial 2: 1:15am 7/8, advised further 2 hour hold, gave up after 5 min.
Trial 3: 8:15am 7/8, advised less than 3 hour hold time. No thanks. Hung up.
Trial 4: 12:58pm 7/8 advised less than 2 hour hold time. No thanks.
Trial 5: 9:20pm 7/8, no advisement of hold time….Deltat finally answered my call after 5 hours and 30 minute hold @2:40am 7/9.

I guess it’s not that urgent. 😆

Jiburi
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Last edited by jiburi; Jul 9, 21 at 3:49 am
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Old Jul 8, 21, 3:15 pm
  #1356  
 
Join Date: Dec 2002
Location: Washington, DC, Chapel Hill, NC (RDU)
Programs: DL Diam 2MM (2.3), HH Gold, PC Gold, Hyatt Plat
Posts: 5,468
Got email on 7/7 letting me know that the AMS-DTW leg of BOD-AMS-DTW-DCA in Jan had been cancelled. Email said to call 800-835-9154. That number just put me in a hold queue.
Waited until noon today, Pacific time and called the DM line - told call back would be in 2 hours, 50 minutes. Call back actually came 2 hours and 15 minutes.
I explained the problem and she asked me if I had a preference for replacement flights. I'd found a bunch of replacements but specifically requested flights using DL metal as I figured getting the GUCs accepted would be easier on DL metal. Asked for BOD-CDG-ATL-DCA. The agent found it and then, of course had to call a ticketing agent. The whole call took 25 minutes including the time with the ticketing agent. And managed to clear the waitlisted US domestic leg of the outbound flight as well.
So GUCs applied on every leg except BOD-CDG.
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Old Jul 8, 21, 10:19 pm
  #1357  
 
Join Date: May 2003
Location: Salt Lake City, Utah, DL DM since inception, 3+ MM, HH Gold, SPG-Gold
Programs: DL, UA, AA, HH, SPG, HH, Hertz, Avis
Posts: 1,830
Interesting thread - for me getting back into the 'frequent flyer mode'post-Vaccinated and opening of some parts of the world, I have to rely on direct agent contact for 1) canceled flights with intolerable re-routes/delays - of which there seems to be no end - and 2) trying to use one of my multiple, multiple e-credits or other e-certs including GUCs - being a surgeon and having to do these things in-between surgeries, I do not have the luxury of waiting 'whatever time > 10 minutes', and impossible to be called back - very, very annoying. When I get home late at night I need to eat and go to bed before the next Marathon day - so this 'waiting. Call-back scheme' just doesn't work for me. I really, really love to use Delta, but they really, really make it hard with their 1h+ 'Diamond line' waiting times for people like me to stay loyal! Heck, I had an AF reservation and had a shorter wait calling them for a change than on DL! - now that is a bar you should not be striving for Delta!

(On a trip from SLC-JFK in August that I booked in February - I am on my 5th (FIFTH!) - cancellation, re-booking, equipment change etc - really very annoying!) - please get you S**t together dear Delta!
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Old Jul 9, 21, 6:44 am
  #1358  
 
Join Date: Jan 2006
Programs: AA Exp
Posts: 805
Wait time for an agent was 'only' 3 hours this morning (EU time), but unfortunately the line got disconnected when rebooking was almost done... I have been waiting for 6 hours to get in touch with a human using the messaging services (who knows how much longer it will take...). Maybe they are shifting resources, it used to be the other way round (at least for me).

Think I will give Singapore a call.
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Old Jul 9, 21, 8:18 am
  #1359  
 
Join Date: Jan 2010
Location: District of Columbia
Programs: Delta Plat, United Plat, Amex Plat, Hotels.com Gold, Hertz 5 star, WMATA smartrip card
Posts: 1,223
Anybody had a problem with DL hanging up on you when (finally) get a call back? I diligently waited my two hours, got the call, said "Hello" and then ... radio silence followed by a hang up. This has happened twice now.
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Old Jul 9, 21, 9:09 am
  #1360  
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Join Date: Apr 2013
Location: PHX/SFO
Programs: AA EXP; AS 75K; WN A List; UA 1K 1MM; Hyatt Globalist; Marriott AMB; Hilton Diamond (Aspire)
Posts: 50,452
Originally Posted by gnargel View Post
I have been waiting for 6 hours to get in touch with a human using the messaging services (who knows how much longer it will take...).
IME this is just a waste of time now. They sending in the queue messages every two hours until the end of the day, then cut you off.
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Old Jul 9, 21, 10:53 am
  #1361  
 
Join Date: Sep 2016
Location: LAX/BUR, RDU
Programs: DL SM, AAdvantage, SPG
Posts: 1,341
Originally Posted by ryandc99 View Post
I have gotten a response in 24 hours in the past week using the contact us email on the website.
I just tried again 48 hours ago and still nothing... I'm probably on a list or something (or they really do respond quicker if you have status)
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Old Jul 9, 21, 10:56 am
  #1362  
 
Join Date: Jun 2012
Location: New England
Programs: DL GM, UA, B6, AA, WN, AS, AGR
Posts: 4,755
Is there a line to call to reach someone who handles SkyMiles? I had a flight credit incorrectly. I booked flights last year with Delta Gift Cards, which I then had to cancel due to the pandemic, and the credits that the system generated were broken due to the payment type, so they had to manually reissue them. When I used them last month I wasn't credited the MQMs, MQDs, or SkyMiles for the portion paid for by the credits.\

I sent them a message on the contact form on the website a week after the flight credited. That was close to a month ago. I didn't receive any sort of response or fix.

Gold Medallion, if that helps. I'm not in a huge hurry. I'd rather wait until they're done with the wx and schedule change crowd before I call in.
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Last edited by diburning; Jul 9, 21 at 11:05 am
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Old Jul 9, 21, 11:22 am
  #1363  
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Join Date: Jun 2015
Location: SFO/SJC, BWI
Programs: :rolleyes:, DL DM MM, Mlife Noir, TR 7*, Marriott Tit, UA Plat, Hyatt Glob
Posts: 15,917
Originally Posted by FlyerWx View Post
I just tried again 48 hours ago and still nothing... I'm probably on a list or something (or they really do respond quicker if you have status)
Probably the latter, but I would also guess (just speculating) that it probably depends which category/checkboxes you check off, with certain ones receiving higher priority.

Originally Posted by diburning View Post
Is there a line to call to reach someone who handles SkyMiles? I had a flight credit incorrectly. I booked flights last year with Delta Gift Cards, which I then had to cancel due to the pandemic, and the credits that the system generated were broken due to the payment type, so they had to manually reissue them. When I used them last month I wasn't credited the MQMs, MQDs, or SkyMiles for the portion paid for by the credits.

I sent them a message on the contact form on the website a week after the flight credited. That was close to a month ago. I didn't receive any sort of response or fix.
I'm still waiting for anything other than an automated response from a crediting issue in April others do seem to have had luck getting these fixed immediately by calling in but I haven't tried asking yet myself.
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Old Jul 9, 21, 12:15 pm
  #1364  
 
Join Date: Jun 2005
Location: Huntsville, AL
Programs: DL DM 1.764MM, Hilton Diamond, IHG Platinum, Avis CHM.
Posts: 7,698
Originally Posted by Flying_Duck View Post
Interesting thread - for me getting back into the 'frequent flyer mode'post-Vaccinated and opening of some parts of the world, I have to rely on direct agent contact for 1) canceled flights with intolerable re-routes/delays - of which there seems to be no end - and 2) trying to use one of my multiple, multiple e-credits or other e-certs including GUCs - being a surgeon and having to do these things in-between surgeries, I do not have the luxury of waiting 'whatever time > 10 minutes', and impossible to be called back - very, very annoying. When I get home late at night I need to eat and go to bed before the next Marathon day - so this 'waiting. Call-back scheme' just doesn't work for me. I really, really love to use Delta, but they really, really make it hard with their 1h+ 'Diamond line' waiting times for people like me to stay loyal! Heck, I had an AF reservation and had a shorter wait calling them for a change than on DL! - now that is a bar you should not be striving for Delta!
You might try calling Delta's Singapore reservations center.
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Old Jul 9, 21, 2:45 pm
  #1365  
 
Join Date: Apr 2011
Posts: 546
Tried Singapore - gave up after 10 minutes on hold - around 4pm ET. What is the normal wait time, any hours that are better?
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