Our trip to HNL had a schedule change giving us a 40 min connection in MSP on the outbound. On the website when the itinerary is pulled up, a "Message Us" option appears. It's a link, but when I click it, I get a screen with all kinds of options, including a Message Us box to click. When I click that, I get a popup that says "Go back to the previous page or log in to continue your conversation.". I'm already logged in. And going back to the previous page just puts me into a vicious repeating cycle. Does "Message Us" actually work??

I have used the live virtual chat on delta.com several times, including a few days ago, successfully.

It can be made work, but you have to try various browsers and various states of log-in/log-out. May take some 10 or 20 minutes to make it work. Like everything else Delta, it's clearly untested and very buggy, given Delta's absolute abhorrence for ever doing any QA.

Quality of the agents you get there will be...well let's just say bottom of the barrel, FYI.

Yep, switching to Chrome made all the difference. Thanks! Now, I hope we'll be able to find a suitable alternative.
Edit: Got in the queue, got an agent who said they were working on my query, but it took so long that the website logged me off. Didn't help me at all.

Calling in will be more satisfying. The message system is not staffed with knowledgeable DL employees and frequently provides bad advice or fails to properly execute the fix.

God, I hate to use the phone (must be all my years in call centers). But may be our last resort.

You have to type something every few minutes to keep it alive. And make the agent do the same, or else you'll get kicked out for your (or DL agent's) lack of activity. Also go to another page every few minutes or reload the page you are on, not just update the chat window, otherwise it will log you out, yes, as it doesn't see chat as you being active on the site.

Clearly no real live person has tested it. It's there, it works, but you have to know how to work it.

The same thing is also available on the phone. That goes via SMS. You can use the DL app and do the same thing over phone. Then you don't worry about being kicked out due to timeout. So if you don't mind typing on your phone, you can do that as well.

I've had success twice. The first time was via the Delta app on my iPhone during a flight using Delta's wifi. The Delta app brings up the iPhone messaging app. Even if you are logged into the app you have to log in again (so you need your frequent flyer number and password available.)
The second time, I can't remember whether I launched the messaging app from a computer browser or my iPhone; suspect it was a browser because I was at home and I think I remember using the keyboard.

Based on a reddit thread on July 9 when NE flights were again in chaos due to weather, I suspect that if the app isn't working it's because the real human agents are overwhelmed with requests.

(For the curious about What Else Can Go Wrong, my panicked messaging during the flight was because the "My Flight" display on the seatback screen was showing the wrong flight - it was showing the aircraft's next trip which was the return of the flight I was on. I was flying IAD-SLC. So I was seeing a very late arrival time which would cause a missed connection. However, I was actually seeing the arrival time for the return flight SLC-IAD back to my departure airport. )

Update: We finally got on the horn to DL Sunday and got at least the outbound switched to an ORD-originating flight giving us plenty of connect time. We were originally out of MDW and that similarly-timed flight was apparently taken down. All is now well in the land of milk & honey <<fingers crossed>>.

Better to call in for anything other than an extremely simple brain-dead activity that can be accomplished online anyway. Messaging agents have little to no skill or power to do anything and will end up taking forever, giving you bad info, or putting you on another hold to transfer you to another ticketing desk that can actually do something.

I just had my first success with Message US. It was a flight change due to a shedule change that the website was trying to charge me for. The agent said he couldn't change it and I would have to call in because it needed to be manually reissued, but about 6 hours latter I got a flight receipt email from DL with the flights I was trying to change to (no charge).

I�ve used the iMessage channel a couple times, seems to work fine. The one thing I�m kinda annoyed about is that at the beginning of the conversation it asks you if you want to sign in to your SkyMiles account. If so it gives you a time to tap that opens a popover to sign in, but the first time I did it I was writing about a relative�s reservation so used their number. Since then, even weeks later, tapping to open the login automatically logs me back into the same account with no option to change it.

Dear Dl sages,

I was originally booked LAX-ATL-CVG. There was a schedule change, and I was automatically rebooked onto an earlier LAX-SLC-CVG. The original routing still exists.

As I am in flight, I contacted DL via chat. The agent is holding firm that I can’t change to my original routing because it won’t load in her system. She added:

”Please know that even my supervisor can't change this. I do see here that your flight is a married segment, we cannot only make changes on one leg of your outbound flights since the fare that was already calculated is for whole outbound flight and not just only for one leg segment.”

Do I just wait til I land so I can speak with someone on the phone?

Call in after you land. Chat is useless. If this was IROPS you would have a ton of flexibility to make whatever changes you want online. But if this was a schedule change why on earth did you leave it until you were airborne?

Sorry - you made an assumption based on my poor writing! Yes, I am airborne. But on a different itinerary. The one with the change is not for another couple of months.