Welcome to a weekly feature on the Renés Points blog. Each week this series covers in a “rookie” way either a Delta or travel related theme and attempts to break down to a basic level each topic. You can read up on all the previous posts HERE. Now on to this week’s feature.
Those of us who fly Delta all the time know how to get help from Delta. We call the medallion line and a rep answers politely after 1 or 2 rings, greets us by name and says they have our account up and how can they help us. All we say is I am calling about my May trip from SBN to where ever and they say “sure I have that reservation up how may I help you” (it is very nice to be GM+ elite with Delta)!
But what if you are NOT a medallion, what do you do and what are some things to think about? Let me break it down for you and help take some of the stress out of the travel for you.
First, you can never have too much information when you travel. The phone app check-in is nice for road warriors, but I recommend against it for the casual traveler. I suggest at the 24 hr mark before travel you check-in on Delta.com and print your boarding pass to a PDF. You can load free software called PDF creator that will make a “virtual” printer to get this done. Now, you can print your boarding pass as many times as you want and also e-mail it to your phone so you have a digital copy of it there also.
Now that you have info at hand, how do you get help? I talked in this post HERE about how to sign up for Twitter and use @DeltaAssist. You need to do this. These folks are great and with info in hand they can help a ton. To use them the best, you should look at what flight options you want and then send them to them. If that cannot work, they will give you other ideas.
Next, phone numbers. Make sure you have Delta’s 800-323-2323 saved in your cell. This is simple but important. If you are any level of Medallion you can check your Skymiles card for another contact number or check the Delta APP and see the number there as well.
When to call? This is another thing most flyers never think about. Let’s say you are sitting on a jet and you have a delay and you have a tight connection. Why not pick up the phone and tweet or call Delta right away and try for a switch. Delta may have already made some changes to your reservation when they see a problem, but the change may not be what you want it to be. So, be proactive to get what you want.
What else? You have seen the little help stations and scanners in airports. Walk up to one and scan your current boarding pass and you may save a ton of time in a line waiting to talk to a rep. Again Delta may have already changed your connections and the unit will spit out a new set of flights and boarding passes. Sometimes, if you have to stay overnight, you may get a hotel voucher and food vouchers as well. All at a self service machine!
Next, there are help stations around airports, but the lines can be long some days. Why not go find a Skyclub, even if you do not have a pass, and walk in and say that you are not a member but the lines are forever long and you just need some help getting home and can they please help out a loyal Delta flyer. They may say no but often times they will help you out (you may even get a free visit to the club if you end up with a long layover).
Some final thoughts and ideas. Say your flight cancels and 50-100 are waiting in line at your gate, try to find another gate where the a rep could maybe help you (as long as they are not in the middle of getting another flight out). In some smaller airports it may be smart to acutely exit security and go to the front desk when everyone else is at the one or two open gates for help. If you just do not like the service you are getting, you may go to the final step to ask for a manager or a station manager to get help. Lastly, never ask your FA for help as this is not their job nor can they help you.
I hope you can see there are many ways to get help when you need it and being proactive can help you get where you want to go and reduce the stress when traveling. – Rene
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