I am on the phone with Delta’s platinum sales and service line several times a month adjusting flights, booking award tickets, complaining, having my heart broken when I actually try to use Skymiles, etc.
Generally, the service I receive from the agents on the line will help solve my problem, even if it takes a few times of doing the hang up, call again drill to get the answer I am seeking.
One of the most annoying parts of calling the line is entering my Skymiles number each time I call in (I can either type it in on my keypad or say the numbers). Sometimes the numbers aren’t recognized and sometimes it’s just not convenient to say or type in the number.
The other annoying part is that after inputting my number, the automated phone system would always ask me if I wanted to take a survey at the end of the call. Every time this happens I become annoyed by the request and say NO loudly into my phone. This causes everyone around me to look at me like I’m that crazy person who talks to himself.
This morning I was pleasantly surprised when Delta emailed to announce that they were going to automatically recognize me if I called them from my phone on file. While not exactly a revolutionary technology, I am happy that this unnecessary step was eliminated from the process. Here is the announcement:
My Delta Personalized Reservation System Transcript
I checked my Delta profile and confirmed that my phone number was properly listed in the system. Then I called the Platinum line to see what it was all about. Shortly after connecting (around 5 seconds) I was greeted by a voice that greeted me as follows:
Hello, thank you for calling Delta, KLM and Air France. You have reached the elite member line.
Welcome Jeffrey. I’ve matched your phone number to your Delta Skymiles profile.
Now, I’ll connect you with a Skymiles agent who can help. So you know, your call may be recorded for quality purposes.
Within 25 seconds I was on my way to being connected with an agent. I promptly hung up in order to avoid an awkward call with an agent. Then I called once more for good measure to make sure I had the wording of the greeting written down correctly while checking on the timing of the call. Once again in precisely 25 seconds I was being connected with an agent.
Compared to the normal process this probably saves 2-3 minutes with each call. While this does not seem like a long time, it definitely does save me a lot of hassle and awkwardness each time I call in. Just another reason why I rated Delta the best domestic airline for business travelers last week.
Now I have all kinds of extra time to chit-chat with agents and explain to them how many miles it should take to redeem an award ticket or to debate the change fees they are charging.
If only Delta could automate the entire phone agent process to eliminate the need for agents! Not likely to happen anytime soon, but one can dream, right?
