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contacting Delta via "message us"

For point of reference since hold times are so long... I needed to contact Delta regarding my daughter's name change which she had submitted via the Delta website on June 27. She receive an email that it was done, but it was never updated on her account and I was unable to link her SkyMiles acct to upcoming reservations. Through the app Contact Us section, I selected "message us" under the Gold Medallion reservations option (I have Gold status). I received a text message immediately (8:52 am), requested a "Rep" and received a response that they had long hold times and suggesting some videos for common issues. I confirmed I wanted a representative. Receive another text an hour and half later confirming I still needed help. Received a text from a rep at 11:06. The name change was made and she called to make sure the tickets were correct (international travel). Everything was resolved by 11:34 and I didn't have to hold on the phone all that time. If you have a simple problem, this seems like the least inconvenient way to handle it. Good luck!

Posted by
2097 posts

Yep, I had the same quick answer via their chat function and just recently too.

Posted by
8632 posts

Through the app Contact Us section, I selected "message us" under the Gold Medallion reservations option (I have Gold status).

I wonder how the service is for those without "status" ( gold or whatever other levels there are)

Posted by
1000 posts

Yeah, I wondered that as well and that's why I included my status. And that's why I did the contact instead of her doing it herself.

Posted by
5262 posts

I wish I'd had a better experience with Delta when they changed my itinerary and made me call their overloaded reservation line, not once but twice. No wonder their reps are overloaded when their algorithm pushes people into ridiculous routings. Perhaps "gold" status would have helped me, but I don't intend to fly with Delta enough to approach it.

Posted by
59 posts

Maybe your status helped or the day of the week.?
I have no status with Delta, so low man on totem pole. I used the message app as well….my wait time was 7 hours.

Posted by
2017 posts

A couple of notes

  1. Use the message feature early in the day. They close the que every night so you don't roll over to the next day if they didn't get to you So if you get in the que late in the day you probably get cleared out before they will get to you.
  2. If possible avoid the first half of the week. Delta does schedule changes on Saturday. Everyone calls or chats on Sunday/Monday. it gets better as the week goes on.

Of course I have status with Delta and AA. Had to call both in the past week. AA was an unmitigated nightmare LOL I finally got it fixed but it tooks "I'm totally clueless" over an hour and several calls to her manager. If that's the 'trained' agents they give passengers with status I really feel sorry for the people without status. (Seriously, my flight disappeared, AA did NOT rebook me automatically and the agent told me "we don't fly from DFW to Las Vegas??? WHAT?? There are 10 flights a day but she claims that "we don't fly that route at all any more" Wonder where she was really trying to send me?)

Posted by
3030 posts

the agent told me "we don't fly from DFW to Las Vegas??? WHAT?? There
are 10 flights a day but she claims that "we don't fly that route at
all any more"

Welcome to the brave new world of airline customer service where the customers teach the CSRs about the companies for which they work!