Beetles

It is for millennial and Gen-Z. The pick up the phone for everything generation is dying off. Even Gen-X uses text chat features more and more since we basically grew up during the time where tech was evolving fairly quickly.

I used the AA chat function to cancel an award ticket yesterday. My wait time was five minutes for a rep. The same feature on DL was a 45 minute wait.

Adelphos

Twitter used to be the best way to get support across all airlines, and initially, Delta chat worked fine. The issue isn’t calling vs electronic, it’s that DL has understaffed everything

lindros2

I like Southwest - I fly them maybe 6-10 times a year - but the boarding system is crappy unless you pay out the rear end.
Delta has proven to be cheaper across the board (domestic and international - Costa Rica) - as a Delta elite.
Non-elite? WN probably better.

lindros2

anyone know if you curse them out via chat if it gets escalated to someone helpful and human?
not saying I would - just out of ideas.

spongenotbob

I've noticed people starting to @petebuttigieg on twitter. That might do the trick.

Beetles

It probably gets documented in your SkyMiles account with text evidence. Over the phone it’s your word against the rep unless they record the call.

dls25

I'm not sure they would understand that you are cursing them out. I think they are in a call center somewhere overseas and have never been on a plane period much less a Delta aircraft.

KDCAflyer

You can blame the House Transportation Committee and Congress at large for handing billions over to the airlines without any real strings attached.

The bailouts should gave been structured as forgivable loans with forgiveness based on a list of conditions, but alas.

Mhyduchak

Was lucky to only experience 30 min delays on my business travels yesterday but the IT and customer service of DL was the biggest eye-opener.

I always track the inbound aircraft for my flight (both in the DL app and on FlightAware since it can change) and in both legs yesterday, those aircraft arrived 10 mins before my scheduled boarding time. Of course I enjoyed another 30 mins in the lounge while they deplaned and cleaned. No update in the app, flight still said on-time. Got to the very full gate and even the board still said on time even though there was only 5 mins to that originally posted departure time! Talked to some folks there and found that the GAs hadn't made a single announcement. Just tell people what is going on and everyone will be better off.

sydneyracquelle

I understand that all calls are recorded.

DLASflyer

I find it amazing Delta decided to move boarding 5 minutes earlier on paper without actually scheduling planes for any more time at the gate. You'd think those two things would go together.

GrayAnderson

At least from a few years ago, if my flight went into IRROPS I was on the phone with Delta before I was down the jetway and I would have been searching out replacement options if things were looking like they were going to go sideways so I could ask for specific flights.

unitedbusiness

same here, but nowadays you can’t reach an DM/PM agent within seconds on the phone and more infuriating, some times it won’t let you rebook on the website or app , or it trips up during the reissue CR online.

meanwhile those options to change go POOF!

Pretzelsandpeanuts

Today, even as a Diamond, you’re not getting anyone on that phone for god knows how long and there aren’t the same amount of flights on which to rebook

Adam1222

There is a difference between a chat function and tweeting at someone. I am very familiar with my own generation. Tweet yelling at companies vs DMs and Chats is more common for older people.