SamuelS

Several companies - banks, airlines etc. have toll free numbers set up for a range of countries so that you are not paying 50c a minute or whatever. I just think it's bizarre that it's a direct dial number and the prime reason for my post was not to complain so much as to refute the suggestion above from another poster that more companies should eliminate toll free numbers altogether because people in the US get free long distance. I'm glad it's free for you, just pointing out that it's not for everyone - and several other companies successfully have toll free numbers in place for many different countries and it works just fine!

itsaboutthejourney

Exactly. This is a special internal call center for agents from the regular reservations or SKyMiles call centers to "ecsalate" calls needing special attention to this new center. Think of calls coming to this new center as being "pre-screened" then transferred to it as needed. This allows the Corporate call center to respond to serious post-flight issues only.

PDX-RDM-AVL-TPA

I'll start by saying that since I primarily fly Delta, I know absolutely nothing about the call center in Minot, ND. However, simply based what I've read in the thread, I can make a reasonable argument for just the opposite - that the Northwest's Minot, ND call center will continue to be used and perhaps expanded in the future.

First bit of evidence:
This is a North Dakota area code and is indeed the number that NW has had for this purpose for years.


2nd bit of evidence:
Since NW already had such a dedicated call center, and DL is making this a company-wide feature, it sure looks like DL is following NW's lead on this. It would be foolish to eliminate/move a whole office of agents that are already good at these issues, I think it would be easier to retrain these agents to work with Delta's system than to train other DL agents to handle these types of issues.


3rd bit of evidence:
Delta is using their main corporate number, requiring callers to select option 8, which is not especially convenient. This leads me to think that this is potentially a temporary solution until everything is worked out. Perhaps the 701 number will become the number for all DL flights once a single operating certificate is obtained. It makes sense for the combined airline to have call center employees in remote locations where housing is cheap, people have easy commutes, etc.


And finally:
Is it possible that this was actually a NW agent in ND, but that he called himself a Delta agent because NW is "now a part of Delta"? If so, that would support my hypothesis.


Anyway, the above is just a theory, but I'm all for a new direct way to contact DL about past flight issues (not that I'm planning to have any issues anytime soon).

SomeGuy

I just got off the phone with an agent at reservations, handling something on an upcoming reservation. Also had her check on a past missing flight credit. I asked where she was based, she said Cincy. I told her I was curious because of the new call center in Atlanta...she said they had no idea about a new call center opening, that customers usually get more information than they do. Not sure if I should be amused by the irony or concerned about the internal lack of communications.

DLBeno

It was posted on the front page of the internal DL website.

It'd be hard to miss....but then again, we are talking about....er, nevermind.

mersk862

Just wanted to bring this thread back to the top...just got off the phone with an absolutely GREAT agent at the new ATL center who was incredibly helpful with my query - received above and beyond service from her that will get mentioned in a compliment letter. I'd highly recommend these folks if delta.com and SMS aren't being particularly helpful with anything, as this agent absolutely knew her stuff and was more than willing to bend over backwards to do anything she could do to remedy the situation.

fpm

THe last few monts I've been on the phone with SMS as both a gold and plat (made status last month). the treatment i received as a gold mimicked (or exceeded) the treatment I experienced back in the early 2000's when I was plat.

One agent i spoke with was in Tampa, but not at the res center. He worked out of his house. the upside is I didn't hear ther agents in the background.

the overall attitude I've received this year is better than the last couple of years.

ResSalesGuy

The 701 number rings in Atlanta and in Msp depening on the call volume...the Call Ctr in Atlanta is a new area inside the same bldg where Atlanta Reservations is ...So the CVG agent was partially correct....Its not a new call center, just a room within an existing CC....Cust Care will deal with escalated past date issues only....

GUWonder

Hopefully that tradition will find a way to live in ATL. If it does, this development is something a lot of DL customers will come to welcome.

StayingHomeIsBetter

Thanks for bumping this thread.

It reminded me that I needed to request an adjustment to reflect original mileage (including those precious MQMs) for a past trip where IRROPs cut me one segment short.

I called the new line, spoke with a very helpful agent who exuded confidence that the situation would be resolved to my satisfaction.

Less than one business day later, I received a call-back from the same agent, telling me that the adjustment was being processed.

Night and day difference from what I would have expected to go through a year ago.

Well done Delta.^

sagemont

How do I get that job?

RobertS975

Wow, called this Customer Care number, put in your FF number, and after a three minute hold, relayed the saga of my expected refund from flights that were canceled on Feb 10... read the ticket numbers, and she told me that both tickets had been refunded (even though they haven't shown up yet on AMEX). Since the Refund Dept. doesn't pick up their phone due to "high call volume", I received more info in 5 minutes than I have in weeks!

hazelrah

This is a good thing and a step in the right direction

It's good to see that Mr. Anderson understands what a crisis in terms of customer service there is at Delta.

DouglasBoyd

^Likewise with my PM call experience. Re the new Center, no business grows and prospers economically by reducing service. Texas Duck

WBurcham

This center, for post flight issues is ++++

Got the proper VDB amount from them in 5 minutes (given $400 for a 12 hr delay, it was early & I didn't want to argue with the GA).