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Why Is Delta Res Always Busy  
User currently offlineJhooper From United States of America, joined Dec 2001, 6206 posts, RR: 12
Posted (11 years 4 months 2 weeks 2 days 9 hours ago) and read 3251 times:

I've tried calling Delta reservations (1-800-221-1212) several times during the past week and 90% of the time they seem to be busy. Anyone know why?


Last year 1,944 New Yorkers saw something and said something.
23 replies: All unread, jump to last
 
User currently offlineSIN747 From Singapore, joined Aug 2003, 59 posts, RR: 0
Reply 1, posted (11 years 4 months 2 weeks 2 days 8 hours ago) and read 3244 times:

Most US airlines are currently experiencing a significant, and sudden upsurge in bookings (although at low yields), and after having cut back in so many areas are generally having difficulty keeping pace with this new found demand.

User currently offlineUAL-Fan From United States of America, joined Dec 1999, 374 posts, RR: 0
Reply 2, posted (11 years 4 months 2 weeks 2 days 8 hours ago) and read 3227 times:

Because they fired everyone who works there.

User currently offlineLuv2fly From United States of America, joined May 2003, 12150 posts, RR: 49
Reply 3, posted (11 years 4 months 2 weeks 2 days 8 hours ago) and read 3224 times:

Might also be the cuts in employees the fact being less res people as more res coming via the interent, the fact that people who's flights change at the airport now call the res number instead of standing in line to get rebooked.


You can cut the irony with a knife
User currently offlineMjzair From United States of America, joined Nov 1999, 401 posts, RR: 0
Reply 4, posted (11 years 4 months 2 weeks 2 days 8 hours ago) and read 3211 times:

One thing I have noticed with Delta, and in all fairness to them, when the weather starts to get a little rough in places like ATL, CVG, SLC, or JFK, the lines get busy from all the people who call to try to re-route from cancelled flights, rather than stay on the long lines.

User currently offlineJhooper From United States of America, joined Dec 2001, 6206 posts, RR: 12
Reply 5, posted (11 years 4 months 2 weeks 2 days 8 hours ago) and read 3194 times:

Even when I do get through, it seems like I'm on the line 30-45 minutes before I can get to an agent. Rediculus. Guess I'll go with WN this time instead  Big grin



Last year 1,944 New Yorkers saw something and said something.
User currently offlineTu154m From United States of America, joined Oct 2001, 683 posts, RR: 5
Reply 6, posted (11 years 4 months 2 weeks 2 days 8 hours ago) and read 3180 times:

They don't have enough reps as too many people took packages after 9/11 and thru voluntary offers. If anyone cares, that is why they are currently hiring.
S



CEOs should swim with cement flippers!
User currently offlineYyz717 From Canada, joined Sep 2001, 16365 posts, RR: 56
Reply 7, posted (11 years 4 months 2 weeks 2 days 8 hours ago) and read 3161 times:

I've tried calling Delta reservations (1-800-221-1212) several times during the past week and 90% of the time they seem to be busy. Anyone know why?

Sounds like they don't want your business badly enough. Try a different carrier.



Panam, TWA, Ansett, Eastern.......AC next? Might be good for Canada.
User currently offlineDALinATL From United States of America, joined Jul 2003, 30 posts, RR: 0
Reply 8, posted (11 years 4 months 2 weeks 2 days 8 hours ago) and read 3150 times:

DL res is very understaffed right now. After spending two years at DL res in ATL I can tell you that it is possibly the worst place at DL to work. They have been offering transfers to reservations for quite some time now however some low seniority employees I work with in ACS have taken furloughs rather than transfer to res. DL has now been forced to recruit new hires but with 750+ new reservations agents needed it will be sometime before all the positions are filled.

User currently offlineJhooper From United States of America, joined Dec 2001, 6206 posts, RR: 12
Reply 9, posted (11 years 4 months 2 weeks 2 days 8 hours ago) and read 3132 times:

From their website....you sure they're hiring?????

http://www.delta.com/inside/employment/entry/res_sales/index.jsp


Reservation Sales & Services Representative

Currently there are no Reservation Sales and Service positions available. Please continue to check our site for future career opportunities.

At Delta Air Lines, we offer you the world. In addition to terrific career opportunities, our employees enjoy the prestige and many benefits of working with one of the largest U.S. airlines.

Job Summary
The Reservation Sales and Services Representative handles all facets of work associated with handling incoming passenger calls with the purpose of booking reservations. Answers questions regarding schedules and fares, sells air space, and records transactions by reserving the desired space on the computer agent set. Responsible for serving the customer in an efficient, courteous and accurate manner. Job duties may require outbound service recovery calls. Practices safety conscious behaviors in all operational processes and procedures.


Minimum Qualifications
Applicants must be at least 18 years old and have a high school diploma or a G.E.D., two years of college and/or previous public contact work experience is preferred. Must possess an excellent speaking voice and vocabulary. Candidates are required to type 20 WPM and must be willing to work 40 hours per week, including evenings, weekends and holidays. Excellent customer service and communication skills are necessary. Successful applicants will receive paid training, certain worldwide travel privileges and other fantastic benefits.



Last year 1,944 New Yorkers saw something and said something.
User currently offlineTu154m From United States of America, joined Oct 2001, 683 posts, RR: 5
Reply 10, posted (11 years 4 months 2 weeks 2 days 7 hours ago) and read 3100 times:

Positive they are hiring. Why don't you call DL management and give 'em an earful............tell them to get a clue!!!!! They are probably still blocking calls so they can tell the pilots the company is losing $$$$$$ with an 80% load factor so they can gut what is left from all the non-CEO types.
S



CEOs should swim with cement flippers!
User currently offlineExFATboy From United States of America, joined Jul 2003, 2974 posts, RR: 9
Reply 11, posted (11 years 4 months 2 weeks 1 day 22 hours ago) and read 3031 times:

They're probably in no hurry to staff up even if bookings are up...they want you to use the Internet. Making you sit on hold for a while increases your effective cost of using the phone, making the Web site more attractive. This isn't a slam at DL, either - all carriers take this into account.

Strangely enough, my experiences are that the shortest hold times generally seem to correspond to the airlines that have the largest proportion of bookings on the Internet (Southwest, JetBlue.)

In fairness to DL, weather-related calls probably hurt them as well, especially given how often you get thunderstorms at ATL.

(Longest hold I've ever had on a taxiway was going from LGA to ATL - we sat on a taxiway for almost three hours: weather in ATL, ATC rerouting folks in the Washington DC area, weather in ATL again, Vice-President Gore's plane taking off from LGA, then ATL weather yet again - the pilot gave us updates every 15 minutes or so. I missed my last connection possiblity, and DL gave me a hotel voucher without my even asking - they didn't have to give me any hotel consideration since it wa a weather delay. Very kind of them, especially since I was on a frequent flyer ticket. I wish DL had better prices out of NYC - I used to fly them all the time when I lived in TPA, but except for a recent trip where I could have taken Song, they just don't seem competitive on the trips I try to book.)


User currently offlineSabena332 From , joined Dec 1969, posts, RR:
Reply 12, posted (11 years 4 months 2 weeks 1 day 22 hours ago) and read 3002 times:

I think that DL`s European call center is closed, the last time when I tried to call them I got diverted to their American call center, that could also be a reason for the onrush of calls.

Patrick


User currently offlineLuv2fly From United States of America, joined May 2003, 12150 posts, RR: 49
Reply 13, posted (11 years 4 months 2 weeks 1 day 22 hours ago) and read 2997 times:

Also keep in mind the res now does more work as not only have they downsized this area, no more city ticket offices so those who went there now have to call, less travel agents, the internet. It is only going to get worse, this is now the norm and not the exception.


You can cut the irony with a knife
User currently offlineGoingboeing From United States of America, joined Dec 1999, 4875 posts, RR: 16
Reply 14, posted (11 years 4 months 2 weeks 1 day 22 hours ago) and read 2984 times:

They're probably in no hurry to staff up even if bookings are up...they want you to use the Internet. Making you sit on hold for a while increases your effective cost of using the phone, making the Web site more attractive. This isn't a slam at DL, either - all carriers take this into account.

They need to bear in mind that there are still a significant number of people who are not internet active. A few years ago, I was trying to book a flight from MCI-RSW. I called Delta and sat on hold for 20 minutes before hanging up. I tried TWA - same thing. I tried Continental. I got a live person. Continental got the business. It's a shame...I try to book for price and convenience. I figure if I'm heading south, I might as well try an airline that will take me south to change planes. Delta was my first choice, they were apparently so busy that they didn't need my business, so I opted for second choice via STL (still in the general direction I was traveling). No go. So I opted for my third choice via CLE. Long hold times don't send people to the web site....they send people to your competitor.


User currently offlineBH346 From United States of America, joined Jan 2000, 3265 posts, RR: 14
Reply 15, posted (11 years 4 months 2 weeks 1 day 22 hours ago) and read 2960 times:

I have to agree that Delta Reservations seems to be a bit of a pain to use. I had to call for reservations since I can't use vouchers online and it says on the voucher to call, after being on hold for 30 minutes, I got someone who told me that they can't book vouchers and that I have to go to the airport to book.


Northwest Airlines - Some People Just Know How to Fly
User currently offlineCitationJet From United States of America, joined Mar 2003, 2469 posts, RR: 3
Reply 16, posted (11 years 4 months 2 weeks 1 day 21 hours ago) and read 2929 times:

My wife owns a travel agency. She has complained about Delta Vacations being the worst to deal with. They have screwed up quite a few reservations for her clients. She is avoiding booking customers on Delta Vacations if at all possible.


Boeing Flown: 701,702,703;717;720;721,722;731,732,733,734,735,737,738,739;741,742,743,744,747SP;752,753;762,763;772,773.
User currently offlineTekelberry From United States of America, joined May 2003, 1459 posts, RR: 4
Reply 17, posted (11 years 4 months 2 weeks 1 day 20 hours ago) and read 2864 times:

My wife owns a travel agency. She has complained about Delta Vacations being the worst to deal with. They have screwed up quite a few reservations for her clients. She is avoiding booking customers on Delta Vacations if at all possible.

Delta Vacations is run and owned by a third-party company. Delta pays them to book their vacations with transportation via Delta.

Secondly, you are all posting on an internet message board. Why don't you use the internet to book your ticket, if you can? That might lessen up the wait time for those who don't know how/don't have the internet.


User currently offlineJhooper From United States of America, joined Dec 2001, 6206 posts, RR: 12
Reply 18, posted (11 years 4 months 2 weeks 1 day 19 hours ago) and read 2837 times:

Delta Vacations is run and owned by a third-party company. Delta pays them to book their vacations with transportation via Delta.

So? When Delta brands their name to something like that, they're naturally going to take the heat when it's a messed up operation. It may not be the same company, but it certainly affects their image.

Secondly, you are all posting on an internet message board. Why don't you use the internet to book your ticket, if you can? That might lessen up the wait time for those who don't know how/don't have the internet.


I'd love to, but I always book a special fare that isn't available online. I can only get it by calling reservations and speaking to a human being.



Last year 1,944 New Yorkers saw something and said something.
User currently offlineTekelberry From United States of America, joined May 2003, 1459 posts, RR: 4
Reply 19, posted (11 years 4 months 2 weeks 1 day 17 hours ago) and read 2764 times:

I'd love to, but I always book a special fare that isn't available online. I can only get it by calling reservations and speaking to a human being.

Which is why I added "if you can".


User currently offlineJhooper From United States of America, joined Dec 2001, 6206 posts, RR: 12
Reply 20, posted (11 years 4 months 2 weeks 1 day 12 hours ago) and read 2681 times:

Yea, I know. I didn't read that until I hit "submit"; sorry  Big grin


Last year 1,944 New Yorkers saw something and said something.
User currently offlineFoxecho From United States of America, joined Dec 2000, 748 posts, RR: 17
Reply 21, posted (11 years 4 months 2 weeks 1 day 11 hours ago) and read 2654 times:

DALinATL

I didnt think it was that short....wow

we got a Res guy from TPA just transfered into my station this week....

Email me if you get a chance

Andrew



..uh, we'll need that to live......
User currently offlineMfricke From United States of America, joined Jun 2001, 274 posts, RR: 0
Reply 22, posted (11 years 4 months 2 weeks 1 day 10 hours ago) and read 2629 times:

I noticed this over ten years ago, long before you could buy tickets online and I was flying almost monthly between Austin and Southern California. I would get a busy signal much more often that I would get in contact with an agent. I would often wonder how Delta would even be able to fill their planes, with them making it so hard for passengers to get in contact with them! I know that in the later 1990's, they did expand their customer service, but now it seems to be back the way it was (I wouldn't really know, since I do everything online now). I'm glad, though, that I did fly Delta so often then, for I got many opportunities to fly their 727's (many of which still had cool retro 70's orange interiors!)


ONT - Southern California's Ontario!
User currently offlineBkkair From Thailand, joined Aug 2001, 409 posts, RR: 0
Reply 23, posted (11 years 4 months 2 weeks 1 day 7 hours ago) and read 2586 times:

DL is definitely hiring in all US res offices right now.

Also, since the beginning of 2003, 750 reservation agents in Mumbai have been added. In a few years most DL reservations agents will be in Mumbai


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