I must admit, I HATE calling the airlines, in fact, I hate talking on the phone in general. I am someone who much prefers communication via text, emails, and maximizing the internet and webpages to do everything. Yet as well know, sometimes a phone call is a must and can solve the problem faster than an email or a tweet. For as long as I can remember back now, I’ve had midlevel to high level status with Old NWA or Delta. As a Gold or Platinum member calling in for help, I was always instantly connected to a representative, yet now as a Silver medallion, I am seeing the silver lining and notice the difference between elite levels.
In recent years, Delta has done a lot to improve their automated services by phone. The computer now recognizes callers based on the number they are calling from and greets the caller. The Computer also auto prioritizes callers based on their elite status without the need to enter their Delta SkyMiles number. This is a vast improvement and catches them up with American Airlines technology. Yet despite these updates I’ve found as a Silver medallion, my hold times are crazy long! As a Platinum medallion my hold time was never longer than 1-2 minutes, usually being connected instantly with a representative, as a Gold I often times found it to be 2-6 minutes, yet now as a Silver I am finding waiting times to be between 15-25 minutes! Thankfully Delta has updated their computerized system to allow users to enter a call back number and when it’s their turn Delta calls them back, but this wait time is quite frankly ridiculous! If as a low level elite I am waiting 25 minutes on a Friday afternoon, what are non-elites waiting, 30-45 minutes? If so this is extremely poor customer service and Delta needs to hire more phone reservations agents.
I know that I shouldn’t expect much for being an airline low level elite, especially as a Delta flier. After all, even an $89 annual membership fee for a credit card can buy me the majority of perks that low level elite fliers earn. Yet despite this, one would think that elongated wait times would not be the norm for a major cooperation. Maybe I’ve just been spoiled, or maybe Delta needs to improve their game. But I will tell you from personal experience, even when calling American Airlines as a Gold member, their lowest elite level I never waited more than 4 minutes for a phone repersentative. Is Delta doing something wrong, or is this the industry norm, I’ll let you decide!