If you had not noticed, over the years, Delta has been bit by bit taking away very useful tools for us to get done what we want. When it comes to awards, we have the cursed “married segment logic” that in a nut shell takes segment by segment piecing together into one trip (see E7 posts) out of the equation on the multi-segment page on Delta.com. This old tool made the frustration of finding an award a pure joy, that is, it worked and worked very well (most times).
Thankfully, for now, a good Delta rep can still help you in this regard you just have to do the work and then spoon feed them the flights you want. I see the day coming when that comes to an end and then we are in real trouble. But that is awards, what about today’s topic.
If you have never heard of SNAPP you are about to get an education. SNAPP stands for Single Network APPlication or a program that will consume most of the Delta reps we interact with. Delta will tell you this software is amazing and helpful. I know better. Let me first give you what Delta has been using for a long time, that is DLTERM:
This program is a challenge to learn. It requires a ton of key strokes to do very simple things. But it is a very powerful program and a rep who really knows how to use this trusted tool can accomplish amazing things to help us get whatever in the world we need. From re-booking to seats to bumps to you name it this tool in the hands of a skilled Delta rep will leave you smiling from ear to ear. What about with SNAPP? Yeah, not so much.
SNAPP is designed to not need a rep to be really skilled or trained. It spits out a few options and the rep can click the choices. Don’t like what you see? Sorry, these are the options – what choice do you hate the least. See my point? The power and control is taken out of the hands of the rep and we WILL suffer as a result.
For some time now reps have been able to use either system and a drop down for DLTERM has been the option when thing go wrong or you have hit a wall with SNAPP. At some point soon that flexibility will end. I am sure you seasoned flyers have either Sky Club or front line or DGS reps who are amazing and always take perfect care of you when you need it – get ready for a change to limited choices and many many calls to help desks to do anything beyond point-and-click. Again, bad news for us.
Is there any good news with all these changes on the way? None that I can see (for us). Delta reps I know and respect have nothing good to say about SNAPP and if they are frustrated and dreading what is to come. Just think what this will mean for you and me! My real fear is when weather or another event causes massive issues and the system either does not work, or cannot be made to work, and there is no backup to save the day.
Why is Delta doing this? From their standpoint it is not hard to get the “whys”, that is, they can train anyone to point and click on stuff (i.e. you want fries with that?) and it takes choices out of a reps hands that could cost Delta money (even if it makes you happy). It will give the mothership control of what is possible and all of this means more money but at what cost to customer satisfaction?
I am sure this is the first you as a passenger have heard about what is on the way so why not find out for yourself – ask your favorite Delta rep what they think of SNAPP and if they look forward to the day when it is the only software they get to use day in and day out! – René