Is it causing a decline in Delta ticket sales?

[Skymeg]

I (along with my family) have almost always flown on Delta for travels. I now make all my reservations via the internet. However, occassionaly, I need to call Delta instead...for changes and answers to specific questions. I have called Delta to make changes a few times this year. Each time, I called expecting to engage in a friendly, professional, and clearly-spoken conversation with the ticket agent...as I have always experienced in the past. But instead, each time, I got a voice on the other end that made me think I had dialed the wrong number. Is this Delta Airlines?, I asked. And something (sounding mumbled) was said back to me. I thought I heard 'Delta' someplace in their words, but I wasn't sure. I just kept talking, giving them my confirmation number and politely stating that I needed to find out if the date on my ticket could be changed to another date. Something, again, was said back to me...I think I heard a 'yes' in there somewhere...so I kept talking. Eventually, I picked up on the person's accent some more and thought it might be someone of East Indian (politically correct phrase? If not, I apologize) descent. So, being the extremely patient and culturally accepting person that I am , I just kept my calm, patient-toned voice and took the extra 15 minutes or so it took to change my reservation and confirm that what the ticket agent was saying and what I was agreeing to were the same thing. Every time I call now it is the same way. And I will continue to fly Delta, despite the frustration that can occur when I call Delta. However, I have to wonder...is the use of employees with strong foreign accents as ticket agents hurting the success of Delta? And if Delta is hiring directly from places like India to save money, is it really going to save them money in the long run? I can imagine all of the not-so-patient people who have given up on trying to make a reservation because it takes too long...and very plainly, it is often times impossible to understand the ticket agents. The first time I experienced this, I thought the person on the other end was someone I had called in error and was playing a joke on me. It didn't sound like the professional Delta company I had always known. I can just imagine what it must be like for those who are elderly or otherwise somewhat hearing impaired. I am guessing that they give up and don't buy a Delta ticket. I realize that Delta is a worldwide carrier and what I am about to ask is fairly bold, but aren't there enough people in the States who speak English and need jobs who ould fill these positions? Please help me understand this. One more thing...you know how there are so many computer-voiced prompts on company voice message systems now...i.e. credit card phone lines...can't Delta make use of a system like that? For example, a computer voice says "if you need to change your reservation, please enter the date and time on the numeric keypad."

 

[flyboy06]

I heard last week that they may not be able to take Visa or Mastercard in the near future. What a great airline. Hmmmm I guess I'll have to use my Amex Delta gold card to buy tix.

 

[lifeguard]

I am pretty sure they have outsourced their call centers to India...along with lots of other companies. Sad, huh? lots of lost jobs here in the good old USA.

 

[Stealthh21]

I (along with my family) have almost always flown on Delta for travels.

Why would you do such a thing? Being a frequent flyer wont get you a job there. It has been a VERY long time since I had a good expierence with Delta. And, they don't very much care. If they did care, they would clean those airplanes sometimes, and paint them the same colors (what is with that?). And a treat their customers with some degree of respect. Oh well, the other legacy carriers are the same way.

whatever.

 

[TonyC]

If they did care, they would ... paint them the same colors (what is with that?).

...

whatever.

Yeah, I know what you mean. Before I board an airplane as a passenger, I always take the time to find a window so I can examine the paint job. I've found there is no better barometer of the quality of experience I'm about to have than the paint job. Every time I see a nice paint job, I make a point of complimenting everyone I see from the gate agent to the flight attendant. I'm always greeted with smiles, if not puzzled looks, and I'm treated well.

When I see a lousy paint job, I let everyone along the way know how disappointed I am to be riding on such a rotten-looking piece of aluminum. I get the same puzzled looks, but hardly ever a smile. Talk about grumpy people.


You should try this sometime. It's amazing how good of a predictor it is. Start off with a crummy paint job, and you'll get crummy service.

I think they fly slower, too.



whatever

 

[semperfido]

You should try this sometime. It's amazing how good of a predictor it is. Start off with a crummy paint job, and you'll get crummy service.

I think they fly slower, too.



whatever

does it work with box haulers as well?

 

[stonewall]

You usually have good posts, TonyC, but you're missing the point on this one (intentionally, I think). You're military...pride starts with how you look in many cases. I'm not arguing that it's better to look pretty than kill people (the dirtiest, ugliest airplanes I always see are Navy fighters!), but when you're providing customer service, looks and appearances matter. Whatever a civilian company can do to set the "pro" tone, they should do it. If that's a paint job, then paint it.

Of course, Delta does have more pressing concerns than paint....

 

[TonyC]

You usually have good posts, TonyC, but you're missing the point on this one (intentionally, I think). You're military...pride starts with how you look in many cases.

Maybe I missed your point. Maybe you missed my point. Unless you're the guy doing the external preflight, you'll enter the airplane through the jetway and you won't even SEE the paint.




.

 

[TonyC]

does it work with box haulers as well?

I've never traveled in a box, I wouldn't know.




.

 

[usav8r]

I've never traveled in a box, I wouldn't know.


.

That can be arranged........Just kidding but I couldn't resist! : )

 

[P3 Tweek]

USAF vs. USN/USMC

Delta! Well let's see. I've had so much fun through the years riding their wake turbulence while 2 dots above the GS on ILS approaches - more times than I can count. One time nearly inverted at 1000 AGL over ALTUR on the ILS26L at the old Stapleton Airport. My past aerobatic training in T-34B's has been very productive when flying behind DAL hardware. Love their attitude also. They're generally so nice and respectful to the former Western Airlines people and other pilots and crews.

I did ride on a `new' Delta 767-400 that was one of the most beautiful aircraft I've flown on. That was several years ago. I wonder if that same 767-400 has aged gracefully?

MAGNUM!, AF buddy. My hat is off, a gracious bow, and snappy salute goes to you guys flying the F-16's and F-15's over there...BUT you know those Navy/Marine FA-18's and F-14's take a hell of a beating out there in the salt spray and getting a `crud crew' corrosion control work over every 56 days.

Semper Fi!
P3 `Orion' Tweeker

 

[General Lee]

Why would you do such a thing? Being a frequent flyer wont get you a job there. It has been a VERY long time since I had a good expierence with Delta. And, they don't very much care. If they did care, they would clean those airplanes sometimes, and paint them the same colors (what is with that?). And a treat their customers with some degree of respect. Oh well, the other legacy carriers are the same way.

whatever.

Thanks jacka$$. We carry more people than most airlines, even though it isn't for a profit apparently. We have added new interiors and new bathrooms to many aircraft, (MD88s and 757s currently) and paint the planes as they come through maintenance. I bet you love dumping your Lear 60 lav-----do you do it with a smile? Our planes are very clean---because I watch the army of people coming on when I say goodbye to the passengers and they help turn the plane in 45-55 minutes. Not bad. But you could do it faster on your Lear 60.......Make sure you stock up on Cokes...


Bye Bye--General Lee

 

[General Lee]

I heard last week that they may not be able to take Visa or Mastercard in the near future. What a great airline. Hmmmm I guess I'll have to use my Amex Delta gold card to buy tix.

I think they are trying to work that out. Some of that ASA money may go to them, and some cash on hand. Also, I like that you have my joke as your quote at the bottom. Take care.


Bye Bye--General Lee

 

[flyboy06]

I think they are trying to work that out. Some of that ASA money may go to them, and some cash on hand. Also, I like that you have my joke as your quote at the bottom. Take care.


Bye Bye--General Lee

I hope so!! That should not have even made the news. What was Delta planning on doing if it wasn't fixed; pay at the door like a city bus? Whatever the case, they will find the money, an airline can't run (at least not for long) without the ability to take M/C or Visa.


Your joke was the best I've seen on this site.

 

[Stealthh21]

Thanks jacka$$. We carry more people than most airlines, even though it isn't for a profit apparently. We have added new interiors and new bathrooms to many aircraft, (MD88s and 757s currently) and paint the planes as they come through maintenance. I bet you love dumping your Lear 60 lav-----do you do it with a smile? Our planes are very clean---because I watch the army of people coming on when I say goodbye to the passengers and they help turn the plane in 45-55 minutes. Not bad. But you could do it faster on your Lear 60.......Make sure you stock up on Cokes...


Bye Bye--General Lee

I guess I wasn't referring to the interiors. And yes I do do it with a smile, cause 9 times out of 10 after I say good by to MY passengers, they slip a couple hundred bucks in my pocket. Anyway, sorry if I offended you. good for you guys having the newest bathrooms in the sky. Does an army every show up to wash the outside of the airplanes? and while we are dogging each other's position. you know what nevermind that. I will be the bigger man here. Sorry to offend you.

safe flying, we're not worthy!

 

[General Lee]

I guess I wasn't referring to the interiors. And yes I do do it with a smile, cause 9 times out of 10 after I say good by to MY passengers, they slip a couple hundred bucks in my pocket. Anyway, sorry if I offended you. good for you guys having the newest bathrooms in the sky. Does an army every show up to wash the outside of the airplanes? and while we are dogging each other's position. you know what nevermind that. I will be the bigger man here. Sorry to offend you.

safe flying, we're not worthy!

You were pretty agressive in slammimng my airline first, and we have been trying to get better. It's tough when we watch our airline continue to falter even after giving up large pay cuts while trying to do a good job at the same time. Most of our airplanes are getting the "new" paint job as they go through regular maintenance, and we have a chart that gives us regular updates. With all of the current rain storms in ATL lately, I am sure most of them have been washed quite a bit.

So, quit cutting me down and I will quit cutting you down. Both of our jobs have interesting points, and I hope you get many $100 bills stuffed in your pants. I can't even get a Coke from most of our old stews. They are too busy reading magazines on the jumpseat.


Bye Bye--General Lee

 

[Stifler's Mom]

Does an army every show up to wash the outside of the airplanes?

No need for that, it has rained every friggin' day this summer in ATL.

 

[Stealthh21]

You were pretty agressive in slammimng my airline first, and we have been trying to get better. It's tough when we watch our airline continue to falter even after giving up large pay cuts while trying to do a good job at the same time. Most of our airplanes are getting the "new" paint job as they go through regular maintenance, and we have a chart that gives us regular updates. With all of the current rain storms in ATL lately, I am sure most of them have been washed quite a bit.

So, quit cutting me down and I will quit cutting you down. Both of our jobs have interesting points, and I hope you get many $100 bills stuffed in your pants. I can't even get a Coke from most of our old stews. They are too busy reading magazines on the jumpseat.


Bye Bye--General Lee

I, as a full fare paying consumer/passenger, am entitled to my opinion about Delta and any other carrier!! I would never cut your job down, since I would really like to have it! And I know how hard it can be. As for the stews. Tell'em to get off their a$$e$ and get ya Coke!!!! Or just grab one on your way into the cockpit.

Fly safe~~

 

[General Lee]

I, as a full fare paying consumer/passenger, am entitled to my opinion about Delta and any other carrier!! I would never cut your job down, since I would really like to have it! And I know how hard it can be. As for the stews. Tell'em to get off their a$$e$ and get ya Coke!!!! Or just grab one on your way into the cockpit.

Fly safe~~

I do, before the flight. But during a 6 hour transcon, good luck. I know you are entitled, and we still have alot of work to do, but to slam the whole airline is wrong. Give a specific example and I bet I would agree with you. But, as a whole, it is not like you described. There are some things I would love to change, but I try to fly safe and grease on the landings. That is all I can do, and I have said things to people who I thought should do something in a better way. I also wish they hadn't sold our fuel hedges, but I can't control a lot of things....


Bye Bye---General Lee

 

[Stealthh21]

I do, before the flight. But during a 6 hour transcon, good luck. I know you are entitled, and we still have alot of work to do, but to slam the whole airline is wrong. Give a specific example and I bet I would agree with you. But, as a whole, it is not like you described. There are some things I would love to change, but I try to fly safe and grease on the landings. That is all I can do, and I have said things to people who I thought should do something in a better way. I also wish they hadn't sold our fuel hedges, but I can't control a lot of things....


Bye Bye---General Lee

I was just commenting that as a whole, the exterior appearance of Delta, and ASA, and Comair have been grungy for the past couple of years. Overall! It is nice to hear that work is in order to try and fix that. Anyway! Enjoy it!!

Fly safe!!