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Has anyone called Delta recently?

I saw this article this morning about Delta’s new “enhanced” phone system. I’m curious if anyone has ran into this. Sounds as bad as Centerlink’s where RoboAnswer isn’t programmed to understand swear words. I had planned to fly Delta next year. It’s too early to make reservations. I usually just do everything online but you never know when a problem needs to have a live person resolve it.
https://www.inc.com/jason-aten/delta-airlines-is-introducing-a-change-that-is-making-its-best-customers-upset-its-1-thing-no-company-should-ever-do.html

Posted by
4769 posts

My calling experience with Delta last summer was necessary when Delta's computer changed my routing -- twice -- to add thousands of miles and and an extra flight. I had two multi-hour waits (though they used a callback system which helped a lot), followed the first time by a very helpful rep who "solved" my problem, then again, after the computer rerouted me a second time, by a rep who tried to blow me off but solved it when I insisted. Neither call should have been necessary. Delta's automated rerouting system generates call volume and consumer disgust.

I see the benefit of a menu that routes calls to someone who knows the subject matter. This probably works better when the menu gives the customer choices instead of relying on a computer to understand what the customer is saying. But who are any of us to question an airline? ;-)

Posted by
10018 posts

I flew Delta yesterday in JFK. It was a regional flight so it parked about as far away fromt the Airtrain as is physically possible. It is a very, very, very long walk. (Gate B53)

I had no worries, they run a shuttle bus from the furthest gate to the main part of the terminal. . Or at least they did.
They stopped during Covid. I had no idea. The walk from getting off the plane, to finally getting to the Airtrain was 15 minutes. And that's all indoors.

Posted by
270 posts

Yes, I called Delta a week ago after they canceled my direct flight from Atlanta to Munich (took them 5 days to notify me via email).
I was on hold for a little over 2 hours. I finally spoke with a Delta reservationist - she kept mumbling to herself and asking a coworker for information. I did not feel comfortable with the way my situation was handled, but after 40 minutes on the phone with the agent the reservation was finally changed.

Posted by
928 posts

I haven't even tried calling. I have used the text option a few times and it's worked well. Takes a little time but at least I'm not on hold forever. Never been more than an hour for them to contact me. I do have gold status.

Posted by
2645 posts

The majority of our SkyMiles Medallion Members have had a smooth and
quick experience when they need to call us.

Count me in Delta's self-declared majority. I do 95% of what I need to do on the app or the website. Two to three weeks ago, I needed to call Delta to accomplish a task. I got the new system. I did not experience the "endless loop of automated voice menus" reported in the article. The system asked me what I wanted to do. I told it what I wanted to do in 4 words. I had an agent on the line in 4 minutes who had the skill set to do it. Easy peasy.

Posted by
5078 posts

Wow, so maybe the British Airways phone process, complete with interminable guitar hold music and occasional voice messages, isn’t the worst thing in the world - until it hangs up on you after an hour on hold.

Cursing at a phone robot - done that. Lots.

Posted by
5078 posts

Good thing that the pilots, at least, are good at their jobs.

Posted by
2645 posts

Good thing that the pilots, at least, are good at their jobs.

I find the Delta people in general to be great. As mentioned in another thread, the kind Lorraine at the Concourse D help desk in Atlanta spent an hour trying to chase down a bag I lost (my fault, not Delta's fault) in August. Gate agents in general are good; the ones at my local airport humor me by taking pictures with my trip mascots -- e.g., a Sigmund Freud action figure for Vienna or a Beanie Baby bear with a German flag on her chest for Germany. Cabin crews routinely exceed my expectations. Pilots are great.

Sure, I've had a disappointing phone call or two with customer service. I also had a COVID-19 refund that stretched out longer than 4 months, resulting in me filing a DOT complaint. But when I fly with Delta, their people always reinforce my decision to choose them pretty much exclusively for my air travel.

The Delta fan boy returns 🙂.

Posted by
7997 posts

Ha, I just hung up from a call to Delta. Phone system was fine. I tried to resolve my issue on their website but couldn’t. I was on Hold for 63 min before my call was answered and I got a guy that was absolutely great. We made each other laugh a few times. And the music they played while on Hold was actually good.

Posted by
1287 posts

It’s good to hear everyone’s recent experiences. Last time I flew was 2019 on Delta to Italy. Sounds like Delta has become no worse than their competition.