Delta’s once-lauded operational reliability has become more like other airlines. They earned a revenue premium for their reliability and that is now in question. People earned SkyMiles despite their lower value than competitor currencies thanks to the halo of the Delta brand, and that too appears to be a question mark going forward. Perhaps Delta can turn things around, though having shed 31% of employees during the pandemic and touted their ‘juniority’ (cheaper labor) it’s just as plausible they’ve forgotten how to run an airline as well as they used to.
One area where Delta has especially suffered throughout the pandemic – other airlines have performed poorly but Delta has been worse – is in helping customers when things go wrong. Seven hour telephone hold times are not uncommon. A year ago even elite frequent flyers could be informed of 41 hour hold times. The debacle made it into a Delta earnings call with CEO Ed Bastian saying if this happens to a customer to email him.
Some people suggest messaging Delta rather than calling but that can be just as futile, as one passenger who took to social media explained after being told of a more than 11 hour wait time to connect with an agent.
— Kathy Lowery (@Kathy_Lowery) June 5, 2022
If you have travel disruptions with Delta, and your trip is inside of 48 hours, bookmark this number: 1-855-548-2505. It’s often possible to get through to an agent for imminent travel help in a matter of minutes.