Delta to 'pilot' elimination of Sky Club customer service desks
Mar 26, 2024, 9:32 am
#46
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There are a bunch of SCs where you enter into a small vestibule downstairs and there's an elevator and stairs leading up to the main level: SFO, SEA, one in ATL (I don't mean Centerpoint where the escalator and elevators are outside of the lounge). I don't think the reception desks to validate admission credentials were ever downstairs in these places. The big new SC at MSP G is similar, but the entry area seems bigger even though the entry desks are upstairs (with a lot of wasted space).
BTW, a big problem I have with the idea of roaming customer service agents is that there's no verifiable way to follow a "first come, first serve" policy. You can never see where you are in any line, even if they would somehow take service requests electronically and have a roaming agent somehow come to find you. You also don't see when there's a long and very slow line so that you can make an informed decision regarding whether to go to the gate or a customer service station outside of the SC.
BTW, a big problem I have with the idea of roaming customer service agents is that there's no verifiable way to follow a "first come, first serve" policy. You can never see where you are in any line, even if they would somehow take service requests electronically and have a roaming agent somehow come to find you. You also don't see when there's a long and very slow line so that you can make an informed decision regarding whether to go to the gate or a customer service station outside of the SC.
Last edited by MSPeconomist; Mar 26, 2024 at 9:38 am Reason: Added second paragraph.
Mar 26, 2024, 9:51 am
#47
Join Date: Jun 2005
Location: Huntsville, AL
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Posts: 7,860
No more help desks at LAX skyClub
20 employees hanging around who redirected me to either the gate (they had the wrong one on their iPhone/ipad) or the desk in the terminal
I guess DL will start drastically reduce the lounge personnel given they’re just standing there unable to help. They even seemed surprised I asked as if there was never a desk
Lined up in the service desks and the poor sole overwhelmed employee was capable of getting me only the most basic info and redirected me to the Diamond desk for rebooking etc
Amazing enhancement
20 employees hanging around who redirected me to either the gate (they had the wrong one on their iPhone/ipad) or the desk in the terminal
I guess DL will start drastically reduce the lounge personnel given they’re just standing there unable to help. They even seemed surprised I asked as if there was never a desk
Lined up in the service desks and the poor sole overwhelmed employee was capable of getting me only the most basic info and redirected me to the Diamond desk for rebooking etc
Amazing enhancement
David
Mar 26, 2024, 10:13 am
#48
Join Date: May 2002
Location: STL
Programs: DL PM/1MM, DL SkClub LT, Marr LT Plat, IHG Plat, HH Diam
Posts: 2,005
I doubt it's even worth an email these days but if anyone wants to share their thoughts, here's the clown in charge:
Claude Roussel Vice president Sky Club and lounge experience at Delta Air Lines
[email protected]
Claude Roussel Vice president Sky Club and lounge experience at Delta Air Lines
[email protected]
Mar 26, 2024, 11:06 am
#49
Join Date: Aug 2022
Location: IND
Programs: Delta SkyMiles (DM), Marriott Bonvoy (Titanium, LTP)
Posts: 535
There are a bunch of SCs where you enter into a small vestibule downstairs and there's an elevator and stairs leading up to the main level: SFO, SEA, one in ATL (I don't mean Centerpoint where the escalator and elevators are outside of the lounge). I don't think the reception desks to validate admission credentials were ever downstairs in these places. The big new SC at MSP G is similar, but the entry area seems bigger even though the entry desks are upstairs (with a lot of wasted space).
BTW, a big problem I have with the idea of roaming customer service agents is that there's no verifiable way to follow a "first come, first serve" policy. You can never see where you are in any line, even if they would somehow take service requests electronically and have a roaming agent somehow come to find you. You also don't see when there's a long and very slow line so that you can make an informed decision regarding whether to go to the gate or a customer service station outside of the SC.
BTW, a big problem I have with the idea of roaming customer service agents is that there's no verifiable way to follow a "first come, first serve" policy. You can never see where you are in any line, even if they would somehow take service requests electronically and have a roaming agent somehow come to find you. You also don't see when there's a long and very slow line so that you can make an informed decision regarding whether to go to the gate or a customer service station outside of the SC.
Mar 26, 2024, 3:28 pm
#50
Join Date: Jan 2018
Posts: 241
I was just getting ready to post the same after visiting the LGA club today. No one really roaming around and signs just say use the app or chat or call. So much for Skyclub service. To be honest I wish things would go back to the old model. The food is nothing really special anymore.. To be honest I think they've cut back on quality at the LGA sky club since it first opened. Probably the idea was to start things off truly premium then drop it down once the buzz had settled down.
Mar 27, 2024, 7:10 am
#54
Join Date: Aug 2003
Posts: 2,373
This is sooooooo not about space. This is about eliminating people and cost.
Mar 27, 2024, 7:40 am
#55
Join Date: Aug 2006
Location: DFW
Programs: Non-Affiliated
Posts: 7,430
Maybe this is Delta's latest attempt to reduce crowding. Keep stripping away services, and then eventually people will stop coming. They can speed it up by going back to cheese cubes and hummus as the only food options, if they wanted.
Anyone remember NWA's shelf-stable cheese debacle? If I looked hard enough, I probably have one laying around here somewhere.
Anyone remember NWA's shelf-stable cheese debacle? If I looked hard enough, I probably have one laying around here somewhere.
Mar 27, 2024, 10:28 am
#56
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Maybe this is Delta's latest attempt to reduce crowding. Keep stripping away services, and then eventually people will stop coming. They can speed it up by going back to cheese cubes and hummus as the only food options, if they wanted.
Anyone remember NWA's shelf-stable cheese debacle? If I looked hard enough, I probably have one laying around here somewhere.
Anyone remember NWA's shelf-stable cheese debacle? If I looked hard enough, I probably have one laying around here somewhere.
Mar 27, 2024, 10:59 am
#57
Join Date: Aug 2006
Location: DFW
Programs: Non-Affiliated
Posts: 7,430
I miss those crackers! And you are right, when combined the two worked well. But what I miss most is the Spinzels served on the planes.
Mar 27, 2024, 2:26 pm
#58
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Mar 28, 2024, 10:21 am
#59
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TBF, as a AAdmirals Club member, I've been told that "it's quicker to call the elite line" or "go to the gate" as AA has stripped away a lot of what the CS agents can do in the lounge. And this wasn't just in LAX or SNA, but in DFW, ORD and DCA. And half of the time, I'll know about IRROPS quicker than the agents on the ground, so I'll be on the phone, and stand in line, so that my bets are hedged.
Mar 29, 2024, 6:40 am
#60
Join Date: May 2016
Location: Brooklyn, NY
Programs: DL Platinum, UA Silver, Marriott Titanium, Hilton Diamond
Posts: 139
The desks are gone at LGA and replaced with 16 seats. There’s a sign telling people to use the app and a QR code that directs people to Delta chat, which is proof that the idiots who made this decision are absolutely clueless about the value of Skyclub help desks.
Two people asked a Skyclub worker what happened to the help desks while I was there. She told them both to write in and complain. I suggest we all do the same.
Two people asked a Skyclub worker what happened to the help desks while I was there. She told them both to write in and complain. I suggest we all do the same.