In an odd move, Delta Air Lines CEO Ed Bastian has invited customers frustrated with long hold times simply to email him their issue directly. Also, the hold times won’t get better until autumn…at least.
Need Help With Delta Air Lines? Here Is CEO Ed Bastian’s Email Address
Just last week I lamented the ridiculous hold times at Delta. While my hold time was a lengthy 3.5 hours, others have reported absurd hold times of up to 41 hours! Furthermore, Delta’s call-back feature is broken, meaning 1.) you must wait on hold and 2.) the estimated time in which your call is answered is totally off (mine said 1 hour, 57 minutes but took nearly twice as long).
Bastian was asked by Dawn Gilberston of USA Today about the long hold times and showed a fundamental misunderstanding of what his customers are expereincing. He claimed average holds are “in the one hour time frame” which is demonstrably false. Even calling Delta in the middle of the night results in much longer hold times.
Nevertheless, Bastian said he has already hired over 1,000 new agents and noted, “It’s not a question of providing the staffing. We’re doing everything we can.”
He said even one hour holds are “way, way too long” and promised “by September, we expect to get that back down to normal levels” (3-4 minutes).
“We’ve been providing great service, but the service levels that customers should expect and deserve, you’ll be getting that from Delta in the next couple months.”
But in the meantime, Bastian has invited you to email him directly.
“People email me every day, every hour, and that’s a good way. If somebody needs help, just send me a note. I’ll take care of you.”
His email is firstname.lastname@example.org.
Guess who I am emailing next time I need to reach Delta?
What is particularly egregious is that Delta no longer offers assistance on Twitter, forcing people to use a telephone or the online chat feature on delta.com with hold times for an agent just as long as a phone call (and with agents who are not as empowered to help).
While I don’t think Bastian really intends for all of us to contact him with our seat assignment and reservation, his words could not have been clearer…email him directly.