It's no wonder why DAL is hurting

[whymeworry?]

I am trying to get my wife TWO tickets to South Asia on DAL. So I call their 800 number and remain on hold for 14 minutes. Figuring I just called during a peak period, I call my wife and ask her to make the booking as I had to go fly. When I get the hotel last night, I again call the Delta 800 number, 25 min on hold. This morning my wife calls and tells me she tried to reach them all night and only got through after a 45 minute hold at 2300 last night. In an effort to protect her time invested in calling the beloved Delta reservation line, she gives her cell # to the agent and clearly instucts her to call back if they get disconnected. Well, after around 10 minutes of speaking with the agent, just as the booking was being made, she gets disconnected. No call back from Delta. Lovely!

So we're willing to drop $2500 on two r/t tickets on the big DAL and they can't be bothered with our business? General Lee, what gives? Did DAL outsource their call center to India or something? Pathetic way to run a business. I suppose this is the result fo some genius in management to cut back staffing in customer service... way back, like to the point where there is no longer any service, and in my case, now no longer any customer.

My airline flys to the same destination but the flights are oversold. The only other carrier is NW and there is no way in hell I would buy a ticket on them (nothing against the NW pilots, love you guys/gals, it's against you mgmt. I won't support their tactics to outsource labor/ set up alter ego airlines). I cancelled our NW Visa two weeks ago, btw.

 

[Hair-on-Fire]

www.delta.com

 

[Spooky 1]

This is not new. Delta has been so far behind the power curve on this issue that one can only assume that since their LF is pretty high as it is, they just don't want or care about any additional business. I know management has heard this very complaint numerous times, still nothing changes. Truely, a pitiful way to run a business. Hey GS, are you listening you DumbFuk!

I am sure the General will spin this in some positive manner.

 

[whymeworry?]

www.delta.com

Gee, ya think? I'd never thought to use the website, duh!

This ticket requires a call to the 800 #

 

[SWA/FO]

next time go SWA...we love your money. (not don't say we don't fly there)

 

[tuna pimp]

I am sorry to hear about your troubles booking seats on DAL. What you described does sound entirely unacceptable. Hopefully you'll give us another shot in the future.

 

[ChperpltII]

(not don't say we don't fly there)

Nice!!!

 

[tuna pimp]

Nice!!!

What happened to the first Chperplt?

 

[AlbieF15]

Allow me to fill in for the General:

"...well...once SONG gets rolling, and we get the retired guys back off line, and our new European routes getting hopping...we'll be RIGHT back on track..."

Seriously--the airlines that will survive won't be the cheapest seats, or have the lowest labor costs. The airlines that survive will be the ones that provide VALUE...i.e...a good product for a fair price. Many legacies have gotten so busy worrying about price they have forgotten about customer service and have lost their most loyal customers as a result.

 

[bafanguy]

I used to say there was a 1% chance of Delta going Chapter 7. I am now upping that to 5%.

Where in "South Asia" were you trying to go ?

 

[Spooky 1]

Allow me to fill in for the General:

"...well...once SONG gets rolling, and we get the retired guys back off line, and our new European routes getting hopping...we'll be RIGHT back on track..."

Seriously--the airlines that will survive won't be the cheapest seats, or have the lowest labor costs. The airlines that survive will be the ones that provide VALUE...i.e...a good product for a fair price. Many legacies have gotten so busy worrying about price they have forgotten about customer service and have lost their most loyal customers as a result.

What does this have to do with reservations answering the telephone> some people with money to spend do not live on the internet, or even like the internet. I guess JG just does not get it. This guy is a criminal. Y'all need to get him out of the picture, the sooner the better.

 

[ChperpltII]

What happened to the first Chperplt

The original Chperplt account is apparently in limbo.... Not banned but can't log in.

 

[tuna pimp]

What does this have to do with reservations answering the telephone> some people with money to spend do not live on the internet, or even like the internet. I guess JG just does not get it. This guy is a criminal. Y'all need to get him out of the picture, the sooner the better.

How is JG a criminal? Reservations does need some work, but on balance the changes being implemented at DL are pretty solid.

 

[tuna pimp]

The original Chperplt account is apparently in limbo.... Not banned but can't log in.

That stinks. Good to see you back though.

 

[Heavy Set]

Allow me to fill in for the General:

"...well...once SONG gets rolling, and we get the retired guys back off line, and our new European routes getting hopping...we'll be RIGHT back on track..."

Seriously--the airlines that will survive won't be the cheapest seats, or have the lowest labor costs. The airlines that survive will be the ones that provide VALUE...i.e...a good product for a fair price. Many legacies have gotten so busy worrying about price they have forgotten about customer service and have lost their most loyal customers as a result.

The sad part is that DAL hopes to capture a higher percentage of its revenue on long-haul flights in the future and yet the reservations people (probably people from call centers in India or Afghanistan) are not readily available to accomodate those much-needed paying passengers. I wouldn't isolate DAL in this case, I have had very long waits calling AA and NW as well.

Customer service standards are falling at most of the legacy carriers - but that isn't surprising with the super-low salaries (you get what you pay for...) and the constant job insecurity...

 

[BoilerUP]

The original Chperplt account is apparently in limbo.... Not banned but can't log in.

Ah, so now you are in the purgatory once held exclusively by Fletchas?

We need a "free Chperplt" campaign. Hell, it worked for G200 and Fletchas...

 

[Doug Parker]

Yall be goin on vacation? See the thing is, if you bout to be up out dis biatch. Check it. Beep Delta. We be flying all ova dis bitch

Let me ax you somin. You fian ta raise up and git yo travel on? From the interior to the exterior. You got to get your posterial in one dese big ass planes. Shi_ dog

You lay in da cut straight sittin on your ass an gitting yo drink on an snack on while we floss and fly dis mo fo all ova dis bitch

East coast, west coast, it don't matta. Ni__a, we git'cha to yo ho an back lickety split, no shi_. Then you be back at yo crib chillin wit a flat splif thinkin we was some crazy ass angel

Hell dese phat, round, thick ass vessels run up in da sky so deep it be cryin. Yeah, you thought it was rain. So bring a towel cause at Delta, it's layed out like dat.

Call one of dese fly ass Delta coochies an make all dem punk _ss co-workers of yours catch da vapors as you be off an up out.

You goin? We fly you dere. You been? We done already flew up in dere. We got'chu covad like a Jimmy hat. At Delta we loves us some flyin an it be showin like a mother___ka.

 

[Gulfstream 200]

Ah, so now you are in the purgatory once held exclusively by Fletchas?

We need a "free Chperplt" campaign. Hell, it worked for G200 and Fletchas...

UAL knew better...he didn't want no piece of dis'

 

[ChperpltII]

No need for that...

Chperplt can stay in never never land...

 

[pilotyip]

If DAL had outsourced to Indian, you would have had an almost instant answer from a very knowledgable customer service rep. I have been sent to India a couple times at other companies, I have always been satisfied with the servie I recieved.