Travel Related

Rookie Wednesday: Using Delta Live Representative web “chat” for Faster Service.

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Rene’s Points For Better Travel, a division of Chatterbox Entertainment, Inc. has partnered with CardRatings for our coverage of credit card products. Rene’s Points For Better Travel and CardRatings may receive a commission from card issuers. Opinions, reviews, analyses & recommendations are the author’s alone, and have not been reviewed, endorsed or approved by any of these entities. As an Amazon Associate I earn from qualifying purchases.


Screen shot from Delta.com

Delta provides any number of ways to contact a representative. Delta is testing a “bot” but it is rather useless other than feeding you links to Delta.com you can find yourself. WhatsApp is now an option.  For years now the @Delta (was @DeltaAssist) team on Twitter has been amazing. Medallion phone reps are, most times, very good. When things are slammed (think weather issues etc.) you can reach out to the Asian call centers and avoid long hold times with US based call centers (see Essentials Tab here on the blog post E9). But there is one more way that can be quick and useful when you want an answer right now. Live chat.

As you can see from the two screen shots above, the direction to get to the live rep chat feature on Delta.com found here. For the rest of this post I will zoom in on only the chat box now that you have found it as an example of one of the things I have found this chat useful for:

You have to click the “representative” button twice to get away from the non-live bot part of this chat feature. Depending on what is going on in the world you will either have a bit of a wait or almost no wait. For me, this time, the rep came online almost instantly.

As a Delta elite, one of my biggest frustrations with Delta is not being able to search for myself for Regional and Global Upgrade cert space online – I always have to ask a Delta rep to check. But the cheat is a quick way to do this.

Now as to finding space, that is not any better with a chat rep vs. any of the other ways to contact Delta. But at least this is quick, simple and you get almost instant information.

A few things to know about this chat. Once you have it open it is hard to navigate around Delta.com and if you do it can result in dropping the open chat box. I would have all your flight info and confirmation numbers at hand before you enter the chat.

Lastly, just like the rest of the “Strive for Five” surveys you get on the phone or after Twitter chats, you have a chance to rate the rep you worked with. Remember to rate the rep themselves – not the info provided. In my case, I am disgusted that Delta so rarely opens up GU and RU cert space in advance but that is not the chat rep’s fault and they should not be rated poorly due to Delta being, well, Delta!

Have you utilized the Delta.com chat for your travel needs? Are you pleased with the results? – René

 

Rene’s Points For Better Travel, a division of Chatterbox Entertainment, Inc. has partnered with CardRatings for our coverage of credit card products. Rene’s Points For Better Travel and CardRatings may receive a commission from card issuers. Opinions, reviews, analyses & recommendations are the author’s alone, and have not been reviewed, endorsed or approved by any of these entities. As an Amazon Associate I earn from qualifying purchases.


Responses are not provided or commissioned by the bank advertiser. Responses have not been reviewed, approved or otherwise endorsed by the bank advertiser. It is not the bank advertiser's responsibility to ensure all posts and/or questions are answered.

René de Lambert is a contributing writer and the founder of RenesPoints. He is an avid Delta and SkyTeam flyer who has held Delta’s top Diamond Medallion status for many years and flown millions of miles.

2 Comments

  1. “Mileage May Vary”

    This service solved a HUGE problem for me recently- a complicated medical waiver ticket change and I had zero cell signal in a foreign country. I was able to accurately craft my needs and then cut/ paste that info once I got the live rep on the text. It was a great service to the rescue!

    HOWEVER, I, unfortunately, needed to three days later change my ticket again for the same medical reasons… same zero cell signal.
    So text to the rescue again!…not so much.

    I got a very helpful Rep – who dug right in… things were slow, but she maintained contact with me…but after about 25 min of no conv., I checked in to make sure things were still proceeding. Up pops a new Rep — & it seemed we were starting all over again – 75min after I started with Rep #1.
    Rep #1 – gone – poof. No trail.

    Rep #2 -seemed a bit robotic and brusk to my polite text inquires as to what happened to Rep#1; was she sure Rep #1 hadn’t left any notes? or made some progress on my ticket change in all that time she was helping me? I was also surprised Rep#2 couldn’t access any of my conversations with #1. We truly were at ZERO.

    The kicker was that I owed more for the fare on the new flight (which was fair) – but was told I had no CCs on file with Delta. I actually have all four Delta Amex flavors – on file with Delta. It had to be a phone call. Period. So I needed to get in in a car and drive at 2 am in the morning until I had a signal to call the Diamond line with my CC.

    When it was all done (except for the CC part) – I asked Rep #2 – again politely, what aspects of my request had taken so long (over two hours from start to almost finish)- she said she didn’t understand my question. I clarified that I wanted to know what aspects of my request had taken so long so as to fine-tune my understanding of when to use or not use the new text services. No jerk stuff – I just wanted to understand.

    Rep#2 informed me:
    “ I’m sorry this has happened. I understand your frustration, but we do handle multiple conversations on this platform at one time and I came in the middle of your conversation and had to start over.” That’s some insight – I guess.

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