Is Delta using COVID-19 as an excuse to give bad service and save money?
#1
Original Poster
Join Date: Jul 2002
Location: TYS
Programs: Delta Diamond 3MM, AMEX Delta Reserve, Hilton Diamond, Marriott Lifetime Titanium Elite
Posts: 208
Is Delta using COVID-19 as an excuse to give bad service and save money?
Finishing up my first trip since March and I see a lot of differences that Delta is blaming on the virus, but appears mainly to save money.
My list
1) 9 hour hold times on the so-called ‘elite’ number.
2) Serving ziplock bags with bottled water and random snacks. They could still give out unopened alcohol miniatures and mixers,
3) They seem to be able to serve mixed drinks in the few SkyClubs that are open, but the food choices are basically the prepackaged stuff they have on planes, when they could have sealed prepared items like they use for First Class dinners.
4) Upgrade lists that apparently still include blocked seats, so they are basically worthless.
5) Short staffing airports so that gate agents don’t appear sometimes until after the scheduled boarding times.
I’m sure that there’s more, but that’s what I’ve experienced so far...
My list
1) 9 hour hold times on the so-called ‘elite’ number.
2) Serving ziplock bags with bottled water and random snacks. They could still give out unopened alcohol miniatures and mixers,
3) They seem to be able to serve mixed drinks in the few SkyClubs that are open, but the food choices are basically the prepackaged stuff they have on planes, when they could have sealed prepared items like they use for First Class dinners.
4) Upgrade lists that apparently still include blocked seats, so they are basically worthless.
5) Short staffing airports so that gate agents don’t appear sometimes until after the scheduled boarding times.
I’m sure that there’s more, but that’s what I’ve experienced so far...
#2
Join Date: Jul 2003
Location: Atlanta
Posts: 5,181
Finishing up my first trip since March and I see a lot of differences that Delta is blaming on the virus, but appears mainly to save money.
My list
1) 9 hour hold times on the so-called ‘elite’ number.
2) Serving ziplock bags with bottled water and random snacks. They could still give out unopened alcohol miniatures and mixers,
3) They seem to be able to serve mixed drinks in the few SkyClubs that are open, but the food choices are basically the prepackaged stuff they have on planes, when they could have sealed prepared items like they use for First Class dinners.
4) Upgrade lists that apparently still include blocked seats, so they are basically worthless.
5) Short staffing airports so that gate agents don’t appear sometimes until after the scheduled boarding times.
I’m sure that there’s more, but that’s what I’ve experienced so far...
My list
1) 9 hour hold times on the so-called ‘elite’ number.
2) Serving ziplock bags with bottled water and random snacks. They could still give out unopened alcohol miniatures and mixers,
3) They seem to be able to serve mixed drinks in the few SkyClubs that are open, but the food choices are basically the prepackaged stuff they have on planes, when they could have sealed prepared items like they use for First Class dinners.
4) Upgrade lists that apparently still include blocked seats, so they are basically worthless.
5) Short staffing airports so that gate agents don’t appear sometimes until after the scheduled boarding times.
I’m sure that there’s more, but that’s what I’ve experienced so far...
#3
Join Date: Aug 2012
Programs: DL DM Hilton Diamond WN A List
Posts: 65
I'm going to say they aren't doing it intentionally. But it has to be a result of their attempt to survive. I'll admit it's so different. I'm flying AA a lot now out of TPA. I was able to book two trips to LAX on DL, but one of the returns has to be on WN. Just no lift available. I haven't attempted to call them yet.
Safe Travels
Safe Travels
#4
Join Date: Jul 2003
Location: Atlanta
Posts: 5,181
I'm going to say they aren't doing it intentionally. But it has to be a result of their attempt to survive. I'll admit it's so different. I'm flying AA a lot now out of TPA. I was able to book two trips to LAX on DL, but one of the returns has to be on WN. Just no lift available. I haven't attempted to call them yet.
Safe Travels
Safe Travels
#5
Join Date: Feb 2020
Location: North of DTW
Programs: Delta PM, LATAM Gold, Bonvoy Gold, Hyatt Explorist, Hilton, Hertz Gold, Silvercar, Sixt
Posts: 171
I'd suggest this strategy is being done to lose less money at this critical time. And the cash burn is still huge, IIRC...$50 million per day, right? Yes, the FC food/drink and SC food could be improved, and maybe the burn is $51 million/day instead? Maybe Ed Bastian & Co are selling a "we're all in this together, nothing is off the table" as far as cuts go. Yes, flights still cost, but to me, if you're going somewhere, no need to pay for FC until you're on a 4h+ flight. Less than 4h, sitting in Main gets you leg room and (most cases) IFE. BYOB (not that I'm endorsing such a thing), et voila, you're almost flying like F, for half price or less. And don't forget, there are lease payments on a slew of aircraft in deserts and fields around the country, for all airlines.
When business flying rebounds (probably 2021, my own miserably educated guess), then we'll see more perks, due to higher cashflow into Delta's coffers. But some things will never come back. I'll miss Sky magazine.
I'm thinking once October 1 rolls around, we'll have a clear picture of very different outcomes for the summer strategies adopted by the Big 4. Which will have been the most sound and kept most staff employed beyond that date? I'm gonna bet on Delta.
When business flying rebounds (probably 2021, my own miserably educated guess), then we'll see more perks, due to higher cashflow into Delta's coffers. But some things will never come back. I'll miss Sky magazine.
I'm thinking once October 1 rolls around, we'll have a clear picture of very different outcomes for the summer strategies adopted by the Big 4. Which will have been the most sound and kept most staff employed beyond that date? I'm gonna bet on Delta.
#6
Join Date: Sep 2016
Programs: DL PM, Marriott, IHG
Posts: 193
So, they don't know if F will be at 50% capacity or a bit higher until they start boarding.
FWIW, based on my experience, my upgrade percentage seems to be down by about 30%.
#7
Join Date: Oct 2013
Programs: DL PM
Posts: 700
The food and drink issue is reasonable to complain about.
The blocked seats are not a cost-saving mechanism. In fact, they are GREATLY increasing costs (by having to fly empty seats around). That is a very pro-customer, pro-public health move.
The blocked seats are not a cost-saving mechanism. In fact, they are GREATLY increasing costs (by having to fly empty seats around). That is a very pro-customer, pro-public health move.
#8
formerly jackvogt
Join Date: Dec 2015
Location: Atlanta, GA
Programs: Delta SkyMiles,
Posts: 822
Delta has proven to be on the very cautious side when it comes to serving passengers during this virus. I did fly Southwest and was not served anything for a 4.5 hr flight to LA. My flight on Delta I was given a bag with Cheez-Its, Biscoff and a water bottle.
I think they are trying to cut costs in any way possible which makes total sense to me.
Why does having status entitle you to first class when that would mean "breaking" the social distancing measures they have been taking? Plus, it's not like they are doing a meal service anyways. Most of your complains seem a little tone deaf to what's going on in the industry right now. Many companies are in survival mode. Hopefully they realize this can't continue ones the virus is not as serious.
I think every airline is using this virus as an excuse to let their service drop in quality. Don't attack me for saying this, but I think the blocking seats are unnecessary. Cutting tons of flights I realize was a cost saving effort, but they are losing out on business because I can no longer rely on Delta's schedule to get me where I need to go in a timely manor.
I think they are trying to cut costs in any way possible which makes total sense to me.
Why does having status entitle you to first class when that would mean "breaking" the social distancing measures they have been taking? Plus, it's not like they are doing a meal service anyways. Most of your complains seem a little tone deaf to what's going on in the industry right now. Many companies are in survival mode. Hopefully they realize this can't continue ones the virus is not as serious.
I think every airline is using this virus as an excuse to let their service drop in quality. Don't attack me for saying this, but I think the blocking seats are unnecessary. Cutting tons of flights I realize was a cost saving effort, but they are losing out on business because I can no longer rely on Delta's schedule to get me where I need to go in a timely manor.
#9
Join Date: Mar 2012
Programs: Lame Duck Delta PM, Freshly Minted AA EXP
Posts: 234
Hasn't every economic downturn been used as "an excuse" by the airlines to reduce service and save money?
#10
Join Date: Jun 2013
Programs: DL Diamond, UA Premier Gold
Posts: 2,932
I don't have a beef with the prepackaged snack/water bags. It keeps things simple at a time when flying is reduced to a necessity. Any sort of individual ordering adds a lot more contact between passengers and FAs. In my experience, gate agents and the app have been doing a great job warning passengers that only water and snacks will be served.
#11
Join Date: Jun 2020
Posts: 2
Hey, Do you happen to know if the ticket counter is open at the Atlanta airport? I need to make some corrections to a booking that can't be done online and various other things where I need to deal with a live person. I have been trying to reach someone for a week.
#12
Join Date: Jul 2003
Location: Atlanta
Posts: 5,181
Call DL in Singapore. They answer quickly and highly professional and competent staff.
#14
Join Date: Jul 2003
Location: Atlanta
Posts: 5,181
Only a 28 minute hold time on DL USA now as a PM. I am shocked. They seem to be forwarding US calls now to international DL reps which is a lot better than waiting for hours on hold.
Last edited by sydneyracquelle; Jun 14, 2020 at 2:46 pm
#15
Join Date: Dec 2010
Location: SE USA
Programs: DL DM/MM , IHG Plat, MR Titanium, HH Gold, EK Frequent Kettle, UA Silver, AA Hater
Posts: 2,020
EVERYBODY is using Covid for EVERYTHING to excuse poor service and doing NOTHING
Can't even get my cable fixed though lockdowns were over for me weeks ago
At least DL gives water.....A friend of mine flew UA last week and got nothing
Lost year apparently
Can't even get my cable fixed though lockdowns were over for me weeks ago
At least DL gives water.....A friend of mine flew UA last week and got nothing
Lost year apparently