Web Chat -- poor experiences
Jan 25, 2023, 9:26 am
#1
Original Poster
Join Date: Apr 2021
Location: BOS
Programs: DL PM, B6 Mosaic 3
Posts: 53
Web Chat -- poor experiences
I've been trying to use chat via the web browser just to avoid a phone call. But, it just hasn't been worth it lately. Over the past 2 months, I've been on chat a handful of times, and it's very clear that the agents are handling way too many chats at once, as responses are often extremely slow. In fact, one agent said "bear with me as I have multiple chats to handle". Applying a RUC took me over an hour after I got a live chat person -- and of course, it wasn't done to completion (the ticket reissue never got done). Anyway, anyone else frustrated with Chat? That being said, when I do call, the agents are almost always great.
Jan 25, 2023, 10:33 am
#4
Join Date: Jul 2009
Location: LAX
Programs: AA 1MM; DL PM
Posts: 143
I had a great experience with online chat. *shrug* I texted to avoid waiting on hold to cancel one leg of a RT flight. The responses weren't super fast, but I didn't need them to be. My request wasn't urgent, and I didn't mind the back-and-forth of texting.
Jan 25, 2023, 11:03 am
#5
Join Date: Jun 2001
Location: SEA
Programs: DL Plat, AS MVPG, Bonvoy Plat/LT Gold, HH Diamond
Posts: 1,263
Ditto here. My request (to split a PNR so a companion could cancel) was handled fine though it took more back and forth and time than it should have. I was on a conference call so had time to kill. Unfortunately I don’t think chat agents are a good fit for anything more complex.
Jan 25, 2023, 1:01 pm
#9
Join Date: Jun 2004
Location: ATL
Programs: Delta PlM, 1M
Posts: 6,363
But you are correct the other way. When the agent multitasks, the turn around time is much slower.
I like chat only when it is a background function. I am doing whatever on my computer and respond when I see replies. I can take a minute or so to respond, for the same reason the agent can.