Reasonable response time in a COVID world?
Oct 23, 2020, 2:33 am
#1
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Reasonable response time in a COVID world?
Considering Delta has had to cut back on agents, what do others think is a reasonable response time to queries or comments submitted via the on-line form?
Oct 23, 2020, 7:45 am
#2
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Oct 23, 2020, 9:26 am
#3
Join Date: Apr 2011
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Agreed, is the question something time critical about a flight that's happening soon or a ticket that needs to be purchased now, or is it a general question about a Skymiles account or something else that, while you might want to get taken care of, is not time critical.
Oct 23, 2020, 10:20 am
#4
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Realistically, it also depends on the customer's status and whether a premium cabin ticket was involved. OP claims to be PE (under the username), but assuming this doesn't mean Premium Economy, it seems to be a PMNW status from a decade ago.
Oct 23, 2020, 10:46 am
#5
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OP has not provided anywhere close to enough information to receive a good answer.
In particular, is this a matter which an agent can respond to or does it require investigation and, if so, what does it require.
Factor in class of service and status and the answer could be anywhere from a few days to a few months and the response, depending on the issue, could be a simple cut & paste which means nothing.
On the other hand, if there is an issue with a ticket or something else which relates to upcoming travel, email is not a route I would take with DL or any US carrier.
In particular, is this a matter which an agent can respond to or does it require investigation and, if so, what does it require.
Factor in class of service and status and the answer could be anywhere from a few days to a few months and the response, depending on the issue, could be a simple cut & paste which means nothing.
On the other hand, if there is an issue with a ticket or something else which relates to upcoming travel, email is not a route I would take with DL or any US carrier.
Oct 23, 2020, 3:11 pm
#6
Join Date: Feb 2015
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My last response time via an online (non urgent, past flown) issue was just under 3 weeks as a PM back in September. Earlier this year when COVID first happened I had a similar message submitted and the response time was about 2 months.
Oct 23, 2020, 3:24 pm
#7
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My most recent online contact took more than a month to receive a reply. I don't really consider that reasonable, but that's what we're working with as of last month.
Oct 23, 2020, 5:17 pm
#8
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Great response and considerations. I will admit to purposely not including much additional information. Is it time that as consumers we try and frame our expectations on those variables?
In this specific situation, I’m PM MM, flew PE.
In this specific situation, I’m PM MM, flew PE.
Oct 23, 2020, 8:36 pm
#9
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Back when covid started, I cancelled a trip purchased with 2x prior credits (on diff CCs) and additional CC charge. Supposedly, with this being a 'more complicated' refund, it took about 10 weeks - but all the monies were refunded to their respective cards.
Not sure what kind of staffing they have in different departments now compared to then - but I'm sure it's less than 'normal'. So if it's a submission about something in the past (ie: not time sensitive), it may take longer than usual/expected.
Not sure what kind of staffing they have in different departments now compared to then - but I'm sure it's less than 'normal'. So if it's a submission about something in the past (ie: not time sensitive), it may take longer than usual/expected.
Oct 23, 2020, 9:55 pm
#10
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Last week I got a reply within a few days of my request, but it was more or less a canned response that was not helpful. I rather have something that takes longer and is well thought out than a quick, cursory response.
Oct 24, 2020, 7:38 am
#11
Join Date: Jun 2003
Location: NJ
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I sent in a quick compliment the other day about two of the F/As on a recent flight I was on around 10 am EST, and I heard back from DL by 2:30 pm that same day. I was pretty surprised - but then again, a short acknowledgement of a compliment doesn't take much in the way of resources, so maybe that's why it was so quick - but that was definitely the fastest I'd ever received a response (I'm also a DM, which I'm sure is a factor).
Oct 24, 2020, 10:23 am
#12
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We don't need specifics, just a general idea what issue involves. Ie refunds, post flight inflight service issues, baggage, etc...