Call Delta Air Lines and you may encounter hours' long hold times. Here's a case in point, from a tweet by Jennifer Manuel, who after 6 hours on hold with Delta tweeted:
Things I’ve done today while waiting 6+ hours for @Delta to answer their phones: 1) Made lunch 2) Made dinner 3) Made 2 trips to Target 4) Cleaned my entire house. Any intention of picking up so I can give you my money, folks?
To be fair, most U.S. airlines are also struggling with long hold times; on a couple calls to JetBlue, my estimated wait time was over 3 hours, which I gave up on (JetBlue for some reason doesn't offer a callback option).
Other travelers, according to USA Today, have reported waits of as long as nine hours, as well as missed callbacks.
CEO Ed Bastian claimed that the average wait is about one hour, and that after Delta finishes training a number of new call center hires, he expects wait times to get back to “normal levels” in September 2021. Pre-pandemic, and absent severe weather, wait times were typically a few minutes.
In the meantime, Bastian offered an interesting option for frustrated Delta customers on long holds: email him directly.
“People email me every day, every hour, and that's a good way,” he said. “If somebody needs help, just send me a note. I'll take care of you.” His email address is firstname.lastname@example.org
Given the likely deluge of email he's about to experience, we'd recommend instead tweeting @Delta and requesting to DM the social media team your question or request for help.
Have you been stuck on hold a long time with Delta or another airline?
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