The last few times I’ve interacted with Delta customer service it’s been a disappointing experience with an especially frustrating interaction today. Has anyone else noticed this recently?

I always want to be courteous and respectful to the agents who probably work too long and aren’t paid enough but it’s been a real bummer (got bad pricing info today and an agent who said asking for vaccination status of passengers was illegal discrimination and then kind of stopped helping me). With this and the GUC downgrading I’m considering shopping around for a status match next year.

Yes it has been a huge decline in service and friendliness. It is not just DL and the travel industry, but all companies. Employees are burned out and companies treat their employees poorly. I have had 1 excellent experience on DL this year, 2 good experiences, and the remaining three dozen experiences are probably an even split between unremarkable and bad. But its not like the other options I have are better. I have a quick trip just before Thanksgiving and I am bracing for a disaster of an experience. I am considering if I should reserve a one way rental car so I don't get stranded. All I can say is smile, be nice, say please and thank you, and you will get at least serviceable service most of the time, but many people are past the point of being able to positively respond to kindness.

My experience with the customer service agents over the phone and on Twitter has been nothing short of pleasant and professional. I've had some pretty gnarly problems, and they've solved them all – not always promptly, but always with a desire to get it right.

At the airport has been a hit or miss, but they're stretched thin. I get it.

Onboard, the FAs continue to provide excellent, professional service.

Compared to my recent experiences with LH and KL, DL is still at the top in my book.

I'm sorry you've had bad experiences.

Hmmmm...let's see...how many senior Delta customer service agents "retired" last year due to covid. Of course, didn't affect customer service at all.

I’m confused, you asked about vaccination of others who would be on the plane.If flying domestically, since a vaccination is not required - how should the airline know, or why would they care. Flying to a country that requires vaccination for entry - you can assume your fellow passengers would be vaccinated.

I think the unremarkable ones are the worst. DL used to be so great with service and it's one of the reasons I've stuck with them so long. to see them fade to being so forgettable is really disheartening.

Overall I find the employees friendly and helpful, which I consider good service from the employee personal point of view. With that being said I think service is absolutely horrible, I say that since I have to jump through a lot of hoops, wait forever, etc to actually get a person that can help me. Add to the product being offered box meals and all these other things it is an overall poor experience. I want to clearly differentiate the two since I think Senior Management and the Executive team have not planned and adjusted and the front line employees are doing the best they can. PS on the executive team I understand a lot of industries have the same, issue but once again that does not give them a pass.

For me is trying to get an agent on the phone. I normally request a call back and the 1 hour estimated turns into several hours and the text message system may take forever. My last interaction was pleasant and my issue got resolved in a timely manner. The agent was professional and courteous.

Over the years with the old (male) phone system the first agent would backstop all aspects of customer service by contacting global ticketing, refunds, etc. on my behalf and take the lead to resolve the issue and go back and forth between me and these other Delta departments. Now with the introduction of the new (female) phone system I get transferred to these departments outright and the first agent leaves the call. I guess Delta has concluded that keeping 2 agents tied up on the call while my issue is resolved is contributing to long wait times so they have made this change.

Other than the insane wait times, I have actually had excellent interactions will all the phone agents I have dealt with this year. This has been in stark contrast to my non-airline customer service experiences.

I’m literally done with the texting thing.

Currently stuck in comfort+ window seat where all seats are occupied at my row. Wanna downgrade back to Y where I can get an entire row to my self. Such an easy thing to do. The app shows 109 seat available in Y and the seat map looks embarrassingly empty.

Texting agent said: “main cabin seats are fully booked”.

Will go to skyclub and get it done once landed.

Two points. (1) On a recent ATL-LAS flight on a 764, coach looked like a ghost town by seat map. Boarded full. Suspect a lot of BE seats. (2) I’ve been told several times by SkyClub staff recently that they don’t have the power to do anything anymore. I was flabbergasted. I couldn’t tell if it was laziness or new policy but they were useless.

At skyclub now. What a breeze. The flight is indeed empty. She put me back to Y, and blocked two seats next to me. Professional.

iMessage has been with the B team players lately. Asking to swap upgrade instruments from MUA to GUC to switch to airport standby list... Used to be a one text, one reply. Now met with just dense material:

Well, if I show up at the airport 2 hours before the flight, I definitely won't be on that airport standby list for a GUC instead of trying to clear days earlier with a Mileage Upgrade. I find myself training the text message agents ad infinitum.

I will say this - previously, the 'man' greeting to the DL DM line was the way to get seated with a good desk agent... and now I find the opposite, the super trained folks are the ones answering the 'woman' greeting line and I prefer it and hang up to seek it out. We know more about their business than they do - that's the biggest problem right now.

I was on a short haul flight recently in paid F and the Left Seat announced prior to departure that given the short duration of the flight, and expected turbulence, no cabins would be receiving any service as he'd asked the FAs to stay seated for the flight. No problem, but when the announcement was made, the door was still open and I asked the dedicated FC attendant if perhaps given that announcement he would be willing to scrounge us up a pre departure beverage, given we'd have none in the air - and he literally sang a sing song of "We don't have to dooooo that anyyymoooooreeeeee!"

And I was absolutely embarrassed, because my companion had never flown DL before, let alone FC, and all I had done was sing their praises on the way from the car to the SkyClub to the flight. To have that "song" sung back to me was pretty demoralizing. On the way out the door as we were first off he said "I'm training new FAs in the back and can't have them catching bad habits." -- Which -- is true -- to an extent, that he would be doing something not "by the book" - but I always found DL FAs to make the best of bad situations in the name of customer service before and now I'm pretty sure my companion is locked into AA/AS forever now.

the text/imessage thing has been so abysmal (especially compared to the "good old days" of real twitter support) that it feels like they must be outsourcing it to mechanical turk