I used to be a big fan of the texting agents to quickly help get things done. But man...that system has gone to sh!t.... Have had to reach out a few times the last couple days due to huge snow in MN to change and ultimately then cancel flights. The automated system is useless so i always tell it to get a representative, the system verifies my identity before reaching an agent, but the agents then want all my info...AGAIN...what was the point of verifying my identity in the first place? And even after all that they want me to give them exact ticket and confirmation numbers.

Yesterday:
Plug in all my info, need to change my flight to DC by 1 day
'Thank you for verifying your identity, you will now be transferred to an agent'
Agent: Please send me your name, confirmation number, dates and city of travel
Didnt i just enter ALL of that already?!


Just now:
"I need to cancel my trip today to DC"
"Id be happy to help, whats the ticket or confirmation number"
"its the only reservation, today, to DC...on my account"
"I can help with that, whats the ticket or confirmation number?"

Do these agents not bother to ever LOOK at the account or use any common sense? You have my account up, you see my flights, i told you the one i need to cancel, why do we have to go into so much extra detail just to get them to do basic tasks.....

FWIW I couldnt cancel online, gave me that good old 'your ticket cant be changed or canceled online so please contact us at 1-800 blah blah blah'

I've only ever had to provide date and city pair, but I agree that the repetition is annoying. A few weeks ago, I used the text system because I did a SDC and wasn't appearing on the upgrade list for my new flight. Got the automated "Thanks for being Platinum" message, and then immediately after "Are you a Medallion Member?" "What's your tier?"

The automated system is entirely useless, but in most cases I've found the agents to be good.

I have found that when you use the chat to change a ticket, you are initially chatting with a contracted agent. Even if you authenticate, they require you to repeat all the info. Then when you have picked a new flight, they transfer you to a reservations agent who can actually change your ticket.

I find the front end process to be pathetic. Should be able to provide the needed info in the initial submission and wait for an agent.

Once I have an agent, the process works as expected.

Useful for situations that are not time critical and online cannot handle. Avoids the need to sit on hold.

The first two letters in "DL IT" are just stand ins for the proper two

regardless of whether a person types or an AI agent auto-populates customer info (name / PNR / account number / phone number) into *any* sort of customer-service system, it should persist throughout the transaction by default

I hear if you reply �Kryptonium� you get an agent in less than two minutes

Hit or miss I will often have an agent send me a �secure form� to enter my SkyMiles info (info that could easily be typed in the chat) to verify me. The first time they asked me I thought it was a phishing attempt! Why can�t your phone number be recognized just like with the regular phone system.

Thats the part that annoys me the most! Now on my iPhone, when in the automated system before getting a real agent, they can use the Delta 'app' kinda to verify me, click the link, it opens a popup and uses FaceID to confirm its me. So like...why doesnt ANY of that seem to matter to the agent who then replies to me?

I wonder if maybe tthis a security issue? Are phone numbers not as secure when using SMS versus a phone call? Can it be faked?

The message service is through Apple's iMessage which is supposed to be encrypted end-to-end. You can use an email address as your iMessage ID however, which DL's implementation may not support auto-identification

IMHO, the issue is less the verification process, and more the fact that no one on the text team seems to have the ability to accomplish even the most seemingly simple task.

I wish that the UX department dealing with Delta app reads all of these user experiences. Mine are similar. Frustrating... and nobody cares. (That is the unfortunate fate of my field.) It is wonderful to read all of these and see that customers actually know the system better than developers.

Only somewhat related -
I was thinking the same thing yesterday when I called Chase. The phone robot says, after the tone, to say your name and address for the agent. Did that. Agent picks up, "Who do I have the pleasure of speaking with?" followed by "Would you please confirm your address?"

Is there a way to access the delta messaging service without a non-US phone number?

I got that the other day. No I am not trying to do that on the phone so I just cancelled and had them call be back. Quit protecting me by making me jump through hoops that prove nothing!