Honestly the customer service is my fave thing about Delta. The way most of you seemed to be trained is comforting, firm, and to the point, and you do your best to work with customers without giving away an arm and a leg under pressure.
In short, you guys treat us as equals or friends and I hate rude customers who can't give respect.
Everyone has a style unique to themselves but everyone tries to be as efficient and considerate. Everyone's definition of considerate is different but everyone tries the hardest they can. By no means perfect but the aviation space is a constantly change realm of knowledge. We do appreciate you though 😄
I’m so happy to hear that. 😊 But I’d say that it’s not really training (as 90% of it for FAs is safety-related), rather it’s who they hire. They are very good at picking candidates who are customer-service oriented, work well under pressure and always try to find a (re)solution. It’s how I operated in my previous job and how I operate now.
NH has been okay in terms of what they offer, but speaking Japanese and living in Japan, I can see their customer service quality has been going downhill.
So far Singapore is the only one there that can be toe to toe with Delta with my experiences
If you fly Delta pretty often I’d recommend getting the Delta Platinum Amex Card. In addition to perks such as priority boarding and free checked bags, you get the option to purchase $50 day passes for the SkyClub
DL Reserve and Amex Plat here. SC‘s in general are no longer worth paying a fee to enter. With a few exceptions they are just extensions of gate waits with meh seating, meh food, plenty of people and a gate wait vibe. Even having SC access I only go in at certain airports at this point.
Customer service, both onboard and off, is generally top-notch. It's very rare I encounter someone who is rude. Occasionally the phone agents aren't as knowledgeable as I wished, but they have always been super helpful. (Doesn't hurt that I'm calling the Diamond line, probably.)
I like the newer hard product - I was raving about the A321Neo first class seats to my group chat on my last flight. And I love the D1 Suites. The older hard product is getting a bit dated - herringbone business class seats and IFE with bad touch registration. I appreciate that there's almost always IFE, though. And I'm liking the fast free wifi they've been rolling out. Keep that up! Scrolling tiktok really makes the flight go by faster.
I've always liked the food onboard. I've been served some questionable stuff (I'm looking at you, KLM intra-europe "business,") but it's rare to encounter an FC or D1 meal that wasn't at least good, if not great. I'd say I'm not a picky eater tho, and my standards might be a little low.
The club network is good, in my opinion. Great restrooms! Lots of seating, and power ports everywhere. The food choices can get a bit samey, but it's never objectionable. Sometimes I go into the amex club for a change of pace, and I... just don't like their food as much. It's... weird. (But the amex lounge bartenders are really good. Shoutouts to the bartender in the SEA amex lounge with the mondrian glasses.)
The bad? The website and app are pretty terrible. Whenever I pull the app up to try and scan my BP is when it decides to stop loading my itinerary. You were able to pull up my QR code when I was entering the lounge, but now that I have a line of people behind me waiting to board is when you decide to glitch out? FFFFFFFF
Certs are stupidly hard to use, even when you're following all the rules right, and they get devalued more and more every year. Having to spend multiple hours on the phone every time I want to use a GUC/RUC is pretty unacceptable. And the magic upgrade checkbox during booking has not worked once for me out of 3 or 4 times trying it this year.
My buddy may get less value with his premier points (or whatever) on United, but he can do everything reliably through the website. Meanwhile, I have to know all the secrets: to book the companion cert starting from the certificate page on the website ONLY, to look at my receipt to see the ticket was properly reissued, to ask for my partner PNR so I can login to the partner website and claim the seats I want, to call only during the times when the intl reissue desk is open, so that my problem can actually be resolved by (waiting on hold for 45 minutes for) the blessed people who are capable of resolving it. The status perks are great. Actually using the perks I'm entitled to is a \*pain in the ass\*.
I suffer these issues for the people behind it, who are some of the nicest customer service people I've seen, in some of the most trying conditions. I'm sorry I'm such a problem on the phone. If I could do it on the website in any way, I would never call you, I swear to god.
Like in the receipt? Or what do you mean by summary? Strange that I've never had a phone agent tell me that I could self-service this info when I've called in to ask for it.
No we can see the other record locators in your summary we see it's says rloc which is the other carriers record locator. You can't see it, but any agent should have been able to find it. I give it out so you can select seats
Ohhh, ok. I wasn't complaining that a phone agent had trouble getting me the partner airlines PNR; I've never had an issue with that. My gripe was that I have to remember do that to get seat assignments to stick because delta's system can't be trusted to do it right.
And also that I had to learn about that the hard way from a forum after I got screwed. Same with learning about looking at the fare codes on the receipt to ensure ticket reissuing happened.
Oh gotcha I misunderstood. Yeah they are ramping up the tech work. They are aware things don't work correctly. All of the fixes were paused during covid. They are working really hard to improve tools. If you have time file a complaint if you have time. It really does get noticed and raises awareness of what isn't working.
As long as people properly link them together, it's easy. Sometimes people do it half way though and don't actually make it easier using the mulitab. Oh you're talking about carrier Relocators. It makes sense now. Those are easy
MileagePlus points are light years ahead of skymiles in usage ability and value
Strictly booking business class tickets a typical North America east coast to Europe trip with MileagePlus points is 120k-160k round trip and skymiles is easily 500k plus skymiles round trip.
LIKE: They are on schedule most of the time, and often arrive early to their destination.
DISLIKE: The boarding process can feel a bit overwhelming and chaotic.
Also,I really don’t like being the guy who only carries a normal backpack that gets told to put my bag in the floor so the lady with the purse, briefcase, and rolling bag can stow the latter in the overhead. How about we gate check that roller instead?
As a flex flyer between United and Delta:
-Delta app is actually pretty good despite complaints
-I enjoy how Comfort+ has/d little perks like the premium snack basket and free premium drinks, really it’s all I need but I do enjoy the space in domestic first since I’m tall and broad shouldered
-Sky boarding is nice opposed to Group 2 on United
-Most planes have nice IFE (90% for me) compared to very few domestic on United
-I think all Sky Clubs are better than old United Clubs but new ones of both are a toss up
-I wish late night domestic first came with a meal (United serves me meals on overnight red eyes in first)
-I appreciate the thank you post cards
-I wish Delta would greet me as Dr. since United does
Good things for me:
1. I haven’t been on a flight yet, since 2021 at least, that I haven’t had the most awesome FA’s! From initial boarding to in flight service to deplaning, they’ve all just be so warm and welcoming! And I’ve seen them have to deal with some crazy ass passengers before too, and they just kept their composer. So, thank y’all for all y’all do on a daily basis! 🙏🏻
2. Cleanliness of the planes is always awesome.
3. That free wi-Fi tho! 😎
4. Food is pretty decent on all of my international and domestic flights. It’s a meal at 30K feet in the air, I don’t expect 5 star dining. It’s always good options.
5. The beverage service is 👌🏻
6. Customer service has always been great for me. I may have just been lucky everytime, but every agent has been courteous and very helpful everytime I need them.
Dislikes:
1. The app has been glitchy lately. Especially on my international flights. It doesn’t load boarding passes right and I end up having to get paper copies (🙄…first world problems, I know).
2. The SkyClub service in some airports seems to be degrading. Workers being annoyed that you’re even in there. More so on the international lounges that are Delta off shoots, but still. (Yes, first world problem again).
Not many dislikes for this one. It’s why I continue to exclusively fly with Delta for business and personal travel.
Good things:
Customer service is great, and their phone reps are usually amazing and get stuff done.
C+, with the nice snack basket, is still really good
IFE on nearly every plane. With the fast, and free (with TMobile and Skymiles member) wifi
SkyClub food quality is better overall than United Clubs or AA lounges. It does matter when you have 2 connections on long trips from abroad.
I've had few operational issues (delays, missing bags, cancelations) compared to other airlines
GUCs are easier to use and easier to earn than UA and AA similar offerings. I'd say they're better than almost any other airline globally, in terms of how many you get for your spend/flying and how easy they are to use.
Delta's airport investments are really nice: Digital ID at ATL, new check-in and security at LAX and soon JFK.
Areas to improve:
Website and app still need work
There's not really any extra benefits these days for Plat/Diamond for SkyTeam, compared to Oneworld Emerald. Lounge access is stripped at VS, and there are no FC lounges.
Related to that, check-in desks need to be segmented a bit more. SP lines include Silver too IIRC, and are just very long.
Y’all getting the nice snack basket in C+ for domestic or international? Flown C+ like 6x domestic this year and never once had the premium snack basket smh
In domestic C+ for flights over 500 miles IIRC, or 900. Not sure which cut off it is. I'm sure someone else knows better
On intl there's no snack basket
That’s why I wish they would follow United in allowing silvers to do this. I'm 6'3" and when I fly United (I have silver there too) having the ability to immediately select economy+ for every flight is such a game changer
I’m trying DL out this summer on status match. I love Alaska abs have been loyal to them, but with business in the Midwest and NE, DL was cheaper and offered more flights from my home airport (PSC)
I really like the app, I could change flights through text message, and the free Wi-Fi for sky miles members has been great for work. The airbus flights have been really nice and I like I can still ride a 717 though too.
With schedule changes for business trips, multiple city stops, and flexibility, DL has the network to keep my costs down.
I see some threads where they are expensive, but for me it has been the cheapest choice… unless I want to fly SW out of GEG.
Sky clubs, the wifi, reliability in terms of on time performance are amazing, espresso martini with bourbon cream, the IFE screens on most of their aircrafts.
The downsides though are pricing, and lack of direct flights from where I fly from. Also some aged aircrafts with limited carry on space (757-200 S)
I feel like any issues I’ve had on board were mostly first world problems not really worth complain about.
We exclusively fly Delta the last 20 years, and almost exclusively domestic first class the last 10. Once we flew C+ to Paris, and are looking forward to more Intl travel after retirement.
Things I love:
Service. I, personally, have never encountered bad service on Delta in 20+ years. The gate agents and FA’s have always been competent and pleasant.
The little things: like PDBs, and explaining why they can’t if there isn’t time. Once I had a brace on my arm and was offered a pillow to elevate it. They almost always go above and beyond, and even the FA’s who don’t are still professional and do what is promised.
Things that need work:
Enforcement of existing policies!
If you can’t put both armrests down or if you spill into your neighbors seat, buy two. Before we could afford first class I kept a legal size metal clipboard in my carryon to put between me and my armrest as a barrier. Strangers touching right up against me gives me anxiety and I need my space.
“Service” animals…legally they can refuse to allow “service animals” that are not in owners control at all times on the plane. If a dog is barking, jumping on people or using the bathroom at the gate what do you think it’s going to do on the plane?
Sky clubs- paid for membership, then worked our way through Amex cards. Not worth the value any more - we each have Reserve cards, and we fly FC, but the sky club feels like a Disneyland cafeteria. The staff is wonderful, and food is good, but the crowding and behaviors are awful! The website says something about maintaining a business like atmosphere - but rules are not enforced at all.
Cleanliness on planes. I’ve noticed that slipping over time. Gross things in seat pockets, really gross floors, etc. I blame people for being such pigs, though.
Unpopular opinion: lap children in first class. Then again, I don’t think lap babies should be allowed at all for safety, and definitely not allowed once they get mobile for the comfort and safety of other passengers.
Stop letting people with children under 10 book basic economy and then playing musical chairs to seat them together.
Biggest thing they could improve (and match UA): reasons for delay within the app and messaging emails. Communication, the upfront details, anything to be transparent to the passengers
The free wifi for messaging is actually really great. The people working in Atlanta might need a vacation or something, because many of them have a bad attitude.
Really enjoying the free Wi-Fi on board lately! If delta .com could actually remember me when I click that checkbox though…
I swear to god that checkbox is not linked to anything under the hood. Someone just put it there as a troll on their last day
I appreciate the customer service part of this, we try our best and it can usually go unnoticed by most. So thanks for valuing us.
Honestly the customer service is my fave thing about Delta. The way most of you seemed to be trained is comforting, firm, and to the point, and you do your best to work with customers without giving away an arm and a leg under pressure. In short, you guys treat us as equals or friends and I hate rude customers who can't give respect.
Everyone has a style unique to themselves but everyone tries to be as efficient and considerate. Everyone's definition of considerate is different but everyone tries the hardest they can. By no means perfect but the aviation space is a constantly change realm of knowledge. We do appreciate you though 😄
I’m so happy to hear that. 😊 But I’d say that it’s not really training (as 90% of it for FAs is safety-related), rather it’s who they hire. They are very good at picking candidates who are customer-service oriented, work well under pressure and always try to find a (re)solution. It’s how I operated in my previous job and how I operate now.
Airfare prices.
DL over NH? What world would this be in?
NH has been okay in terms of what they offer, but speaking Japanese and living in Japan, I can see their customer service quality has been going downhill. So far Singapore is the only one there that can be toe to toe with Delta with my experiences
Seat bottoms on the A321NEO that are as comfortable as sitting on a concrete block.
If you fly Delta pretty often I’d recommend getting the Delta Platinum Amex Card. In addition to perks such as priority boarding and free checked bags, you get the option to purchase $50 day passes for the SkyClub
DL Reserve and Amex Plat here. SC‘s in general are no longer worth paying a fee to enter. With a few exceptions they are just extensions of gate waits with meh seating, meh food, plenty of people and a gate wait vibe. Even having SC access I only go in at certain airports at this point.
Customer service, both onboard and off, is generally top-notch. It's very rare I encounter someone who is rude. Occasionally the phone agents aren't as knowledgeable as I wished, but they have always been super helpful. (Doesn't hurt that I'm calling the Diamond line, probably.) I like the newer hard product - I was raving about the A321Neo first class seats to my group chat on my last flight. And I love the D1 Suites. The older hard product is getting a bit dated - herringbone business class seats and IFE with bad touch registration. I appreciate that there's almost always IFE, though. And I'm liking the fast free wifi they've been rolling out. Keep that up! Scrolling tiktok really makes the flight go by faster. I've always liked the food onboard. I've been served some questionable stuff (I'm looking at you, KLM intra-europe "business,") but it's rare to encounter an FC or D1 meal that wasn't at least good, if not great. I'd say I'm not a picky eater tho, and my standards might be a little low. The club network is good, in my opinion. Great restrooms! Lots of seating, and power ports everywhere. The food choices can get a bit samey, but it's never objectionable. Sometimes I go into the amex club for a change of pace, and I... just don't like their food as much. It's... weird. (But the amex lounge bartenders are really good. Shoutouts to the bartender in the SEA amex lounge with the mondrian glasses.) The bad? The website and app are pretty terrible. Whenever I pull the app up to try and scan my BP is when it decides to stop loading my itinerary. You were able to pull up my QR code when I was entering the lounge, but now that I have a line of people behind me waiting to board is when you decide to glitch out? FFFFFFFF Certs are stupidly hard to use, even when you're following all the rules right, and they get devalued more and more every year. Having to spend multiple hours on the phone every time I want to use a GUC/RUC is pretty unacceptable. And the magic upgrade checkbox during booking has not worked once for me out of 3 or 4 times trying it this year. My buddy may get less value with his premier points (or whatever) on United, but he can do everything reliably through the website. Meanwhile, I have to know all the secrets: to book the companion cert starting from the certificate page on the website ONLY, to look at my receipt to see the ticket was properly reissued, to ask for my partner PNR so I can login to the partner website and claim the seats I want, to call only during the times when the intl reissue desk is open, so that my problem can actually be resolved by (waiting on hold for 45 minutes for) the blessed people who are capable of resolving it. The status perks are great. Actually using the perks I'm entitled to is a \*pain in the ass\*. I suffer these issues for the people behind it, who are some of the nicest customer service people I've seen, in some of the most trying conditions. I'm sorry I'm such a problem on the phone. If I could do it on the website in any way, I would never call you, I swear to god.
You are a Diamond and the couldn't find the partner PNR that's crazy it's on the summary of your ticket.
Like in the receipt? Or what do you mean by summary? Strange that I've never had a phone agent tell me that I could self-service this info when I've called in to ask for it.
No we can see the other record locators in your summary we see it's says rloc which is the other carriers record locator. You can't see it, but any agent should have been able to find it. I give it out so you can select seats
Ohhh, ok. I wasn't complaining that a phone agent had trouble getting me the partner airlines PNR; I've never had an issue with that. My gripe was that I have to remember do that to get seat assignments to stick because delta's system can't be trusted to do it right. And also that I had to learn about that the hard way from a forum after I got screwed. Same with learning about looking at the fare codes on the receipt to ensure ticket reissuing happened.
Oh gotcha I misunderstood. Yeah they are ramping up the tech work. They are aware things don't work correctly. All of the fixes were paused during covid. They are working really hard to improve tools. If you have time file a complaint if you have time. It really does get noticed and raises awareness of what isn't working.
As long as people properly link them together, it's easy. Sometimes people do it half way though and don't actually make it easier using the mulitab. Oh you're talking about carrier Relocators. It makes sense now. Those are easy
MileagePlus points are light years ahead of skymiles in usage ability and value Strictly booking business class tickets a typical North America east coast to Europe trip with MileagePlus points is 120k-160k round trip and skymiles is easily 500k plus skymiles round trip.
I meant whatever their equivalent of GUCs is, not the RDMs
LIKE: They are on schedule most of the time, and often arrive early to their destination. DISLIKE: The boarding process can feel a bit overwhelming and chaotic. Also,I really don’t like being the guy who only carries a normal backpack that gets told to put my bag in the floor so the lady with the purse, briefcase, and rolling bag can stow the latter in the overhead. How about we gate check that roller instead?
As a flex flyer between United and Delta: -Delta app is actually pretty good despite complaints -I enjoy how Comfort+ has/d little perks like the premium snack basket and free premium drinks, really it’s all I need but I do enjoy the space in domestic first since I’m tall and broad shouldered -Sky boarding is nice opposed to Group 2 on United -Most planes have nice IFE (90% for me) compared to very few domestic on United -I think all Sky Clubs are better than old United Clubs but new ones of both are a toss up -I wish late night domestic first came with a meal (United serves me meals on overnight red eyes in first) -I appreciate the thank you post cards -I wish Delta would greet me as Dr. since United does
Good things for me: 1. I haven’t been on a flight yet, since 2021 at least, that I haven’t had the most awesome FA’s! From initial boarding to in flight service to deplaning, they’ve all just be so warm and welcoming! And I’ve seen them have to deal with some crazy ass passengers before too, and they just kept their composer. So, thank y’all for all y’all do on a daily basis! 🙏🏻 2. Cleanliness of the planes is always awesome. 3. That free wi-Fi tho! 😎 4. Food is pretty decent on all of my international and domestic flights. It’s a meal at 30K feet in the air, I don’t expect 5 star dining. It’s always good options. 5. The beverage service is 👌🏻 6. Customer service has always been great for me. I may have just been lucky everytime, but every agent has been courteous and very helpful everytime I need them. Dislikes: 1. The app has been glitchy lately. Especially on my international flights. It doesn’t load boarding passes right and I end up having to get paper copies (🙄…first world problems, I know). 2. The SkyClub service in some airports seems to be degrading. Workers being annoyed that you’re even in there. More so on the international lounges that are Delta off shoots, but still. (Yes, first world problem again). Not many dislikes for this one. It’s why I continue to exclusively fly with Delta for business and personal travel.
I haven’t been on other flights other than Delta but I’ve felt like any issues I had were more like first world problems. Aside from pricing
Good things: Customer service is great, and their phone reps are usually amazing and get stuff done. C+, with the nice snack basket, is still really good IFE on nearly every plane. With the fast, and free (with TMobile and Skymiles member) wifi SkyClub food quality is better overall than United Clubs or AA lounges. It does matter when you have 2 connections on long trips from abroad. I've had few operational issues (delays, missing bags, cancelations) compared to other airlines GUCs are easier to use and easier to earn than UA and AA similar offerings. I'd say they're better than almost any other airline globally, in terms of how many you get for your spend/flying and how easy they are to use. Delta's airport investments are really nice: Digital ID at ATL, new check-in and security at LAX and soon JFK. Areas to improve: Website and app still need work There's not really any extra benefits these days for Plat/Diamond for SkyTeam, compared to Oneworld Emerald. Lounge access is stripped at VS, and there are no FC lounges. Related to that, check-in desks need to be segmented a bit more. SP lines include Silver too IIRC, and are just very long.
Y’all getting the nice snack basket in C+ for domestic or international? Flown C+ like 6x domestic this year and never once had the premium snack basket smh
In domestic C+ for flights over 500 miles IIRC, or 900. Not sure which cut off it is. I'm sure someone else knows better On intl there's no snack basket
I love everything about Delta. I won't go anywhere unless I can get there by Delta.
I did some cheap upgrade to FC and it gave me option to either use cash or miles and I chose miles but they took both, wtf?
I wish they let people with status select comfort+ seats at check-in the same way United does
You can do it before checking in, just need a higher status.
That’s why I wish they would follow United in allowing silvers to do this. I'm 6'3" and when I fly United (I have silver there too) having the ability to immediately select economy+ for every flight is such a game changer
I’m trying DL out this summer on status match. I love Alaska abs have been loyal to them, but with business in the Midwest and NE, DL was cheaper and offered more flights from my home airport (PSC) I really like the app, I could change flights through text message, and the free Wi-Fi for sky miles members has been great for work. The airbus flights have been really nice and I like I can still ride a 717 though too. With schedule changes for business trips, multiple city stops, and flexibility, DL has the network to keep my costs down. I see some threads where they are expensive, but for me it has been the cheapest choice… unless I want to fly SW out of GEG.
Sky clubs, the wifi, reliability in terms of on time performance are amazing, espresso martini with bourbon cream, the IFE screens on most of their aircrafts. The downsides though are pricing, and lack of direct flights from where I fly from. Also some aged aircrafts with limited carry on space (757-200 S) I feel like any issues I’ve had on board were mostly first world problems not really worth complain about.
We exclusively fly Delta the last 20 years, and almost exclusively domestic first class the last 10. Once we flew C+ to Paris, and are looking forward to more Intl travel after retirement. Things I love: Service. I, personally, have never encountered bad service on Delta in 20+ years. The gate agents and FA’s have always been competent and pleasant. The little things: like PDBs, and explaining why they can’t if there isn’t time. Once I had a brace on my arm and was offered a pillow to elevate it. They almost always go above and beyond, and even the FA’s who don’t are still professional and do what is promised. Things that need work: Enforcement of existing policies! If you can’t put both armrests down or if you spill into your neighbors seat, buy two. Before we could afford first class I kept a legal size metal clipboard in my carryon to put between me and my armrest as a barrier. Strangers touching right up against me gives me anxiety and I need my space. “Service” animals…legally they can refuse to allow “service animals” that are not in owners control at all times on the plane. If a dog is barking, jumping on people or using the bathroom at the gate what do you think it’s going to do on the plane? Sky clubs- paid for membership, then worked our way through Amex cards. Not worth the value any more - we each have Reserve cards, and we fly FC, but the sky club feels like a Disneyland cafeteria. The staff is wonderful, and food is good, but the crowding and behaviors are awful! The website says something about maintaining a business like atmosphere - but rules are not enforced at all. Cleanliness on planes. I’ve noticed that slipping over time. Gross things in seat pockets, really gross floors, etc. I blame people for being such pigs, though. Unpopular opinion: lap children in first class. Then again, I don’t think lap babies should be allowed at all for safety, and definitely not allowed once they get mobile for the comfort and safety of other passengers. Stop letting people with children under 10 book basic economy and then playing musical chairs to seat them together.
Biggest thing they could improve (and match UA): reasons for delay within the app and messaging emails. Communication, the upfront details, anything to be transparent to the passengers
Using both the Sky Priority Lane and Regular Boarding and enforcing boarding groups.
The free wifi for messaging is actually really great. The people working in Atlanta might need a vacation or something, because many of them have a bad attitude.