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-   Delta Air Lines | SkyMiles (https://www.flyertalk.com/forum/delta-air-lines-skymiles-665/)
-   -   Complaint Response Time (https://www.flyertalk.com/forum/delta-air-lines-skymiles/2086504-complaint-response-time.html)

troyintn Jun 27, 2025 12:52 pm
Originally Posted by lindros2 (Post 37163385)
I find copying wecare[at]delta helps nudge things along, and creates a case.
If you receive an email from wecare (i.e. IRROPS, missed connections, cancelled flights, overnight issues), it will have special keys in the email header and immediately gets escalated (via Salesforce) to the appropriate triage team.
I have been emailing them every day for my wife. It is definitely related to Status. She is a silver and has received no response other than we are looking at it. I never new how big a gap status was, since my response was ~12 hours as a DM and my wife, as a Silver, has not heard anything. I find it extremely disheartening, with how bad service is for silvers and lower.

unitedbusiness Jun 27, 2025 1:28 pm
I am Diamond and got a response the same day, about 6 hours after I submitted my complaint online. 12,000 SkyMiles for an 18 hour delay. Not too shabby

WillBarrett_68 Jun 27, 2025 1:33 pm
Originally Posted by unitedbusiness (Post 37172504)
I am Diamond and got a response the same day, about 6 hours after I submitted my complaint online. 12,000 SkyMiles for an 18 hour delay. Not too shabby
that's less than minimum wage

Polytonic Sep 11, 2025 11:39 am
I responded via email to [email protected] (IRROPS related) a little over 14 days ago with no response as of yet. I'm a little surprised it's taking this long, as UA usually gets back to me within 6-12 hours. Having read through various threads and other online sources, it seems people have waited up to several months for a response which seems crazy to me.

GagaPilot Sep 11, 2025 2:03 pm
Originally Posted by Polytonic (Post 37314286)
I responded via email to [email protected] (IRROPS related) a little over 14 days ago with no response as of yet. I'm a little surprised it's taking this long, as UA usually gets back to me within 6-12 hours. Having read through various threads and other online sources, it seems people have waited up to several months for a response which seems crazy to me.
That does seem strange. As a DM my complaint to DL last week was answered within 24 hours. Perhaps yours involving IROPS requires some sort of research and maybe is stuck in a limbo somewhere?

lindros2 Sep 11, 2025 2:11 pm
Originally Posted by Polytonic (Post 37314286)
I responded via email to [email protected] (IRROPS related) a little over 14 days ago with no response as of yet. I'm a little surprised it's taking this long, as UA usually gets back to me within 6-12 hours. Having read through various threads and other online sources, it seems people have waited up to several months for a response which seems crazy to me.
email or cc: erik [at] delta [dot] com.

Polytonic Sep 11, 2025 5:03 pm
Originally Posted by GagaPilot (Post 37314537)
That does seem strange. As a DM my complaint to DL last week was answered within 24 hours. Perhaps yours involving IROPS requires some sort of research and maybe is stuck in a limbo somewhere?
Could very well be? I replied again to the original email and it generated a new case number with 14-day language in the auto-reply. I'm wondering if I should just go full broadside and also submit a complaint via the web form.

The phone reps are also unhelpful as well, apparently the complaints department is a separate department that no longer answers the phone.


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