Comments on: How To: Rebook Your Travel Plans

By: Stefan Bartelski

Stefan Bartelski — Mon, 10 Jan 2011 19:03:35 +0000

I have to agree with some of the comments above. Jerry’s suggestions are nice in theory, but the practice is that delta.com is swamped when there are porblems (as there are today 01/10). Only after a few hours of trying did I manage to view my revised itinerary. I tried to make a seat change and I am locked out again. Luckily I am at home waiting to leave, but if I was on the road I would be very frustrated right now.

By: CJ

CJ — Wed, 29 Dec 2010 20:47:42 +0000

Try calling the phone lines now. I was finally able to get through to a rep just now. And I’m booked for a flight for early tomorrow morning. Nice.

By: caleb sandoval

caleb sandoval — Wed, 29 Dec 2010 18:40:57 +0000

The only way to actually get a human being on the phone at Delta is to call 1-800-707-5177. This number was only obtained by my wife and I after we finally said’ “Screw it!” and went to the airport, despite not being “auto-rebokked” by Delta’s clearly deffective system.

However, there may be some light at the end of the tunnel. We were able to get a very nice and understanding customer service rep. to help us by calling the above number. I asked her if Delta would compensate us for all the trouble that they’ve caused. My wife and I were each given a $125 travel voucher to use toward any flight within the next year. Whoever reads this, you should try to get this and insist upon it. Their website has been useless, their “automatic” contingencies didn’t work, they aren’t even answering their phones, and many of the gate agents we dealt were complete assholes. You deserve something for all your trouble!

Good Luck!!

By: Jerry F.

Jerry F. — Tue, 28 Dec 2010 23:35:46 +0000

Thanks everyone for your comments. We hear your feedback loud and clear and we’re working quickly to correct these issues, and I wanted to provide you an update on that progress. Today we’ve continued to stabilize delta.com from the heavy traffic issues, and the rebooking tool is back up and running. We also fixed online check-in to address the high volume of users and that’s up and running now too. We’re still seeing high volumes of calls on our reservations line but working to reduce wait times. We’re continuing to ask for your patience on the phones and appreciate your willingness to work with us. Again, please know we’re doing everything we can to accommodate as many customers as possible and we’ll continue to help in any way we can.

By: ddeveaux

ddeveaux — Tue, 28 Dec 2010 18:30:28 +0000

I’ll at least update to say that the phones DO now appear to work and we were able to rebook our mother on another flight tomorrow. BUT this was still a completely unnecessary fiasco. Not only did I waste 2-3 hours last night trying phone and website, but then we drove our 80 yr old mother to airport this morning for her flight to JFK. Of course it was going to be moved but obviously can’t chance it. Dropped her off at 730 for 930 flight. Flight was delayed 3 times. THEN I get back to office and FINALLY get a Delta rep on phone (who was very helpful and professional). He changed flight to tomorrow night since now there are no flights until then (really, they were available last night and this morning IF I HAD BEEN ABLE TO REACH SOMEONE!

So then my wife has to take rest of day off work and go to airport to find her mother so she can be told her flight was changed. So hours on phone, 3/4 day off work, 3 trips to airport, because you can’t operate your website. How many concurrent users were there? Since we got the 404 error page, I don’t think it mattered since looks like it was unplugged.

By: dkkwon123

dkkwon123 — Tue, 28 Dec 2010 17:15:51 +0000

I was able to go in & check in and printed the boarding pass! Great right! Not really, Now I do not see the flight listed. The one that I just checked into! What a mess! I think Jerry took a flight out

By: cctreadway

cctreadway — Tue, 28 Dec 2010 15:06:18 +0000

i too have tried all of your suggestions and none of them even come close to working. i have yet to receive any response from any method. i get that you guys have had a total system meltdown, but at the very LEAST, change your phone message to give more information other than, “we cant answer the phone due to weather.” really? come on. please take real responsibility here, this is affecting thousands of people.

By: dkkwon123

dkkwon123 — Tue, 28 Dec 2010 15:05:53 +0000

Jerry F. Your suggestions are of no use since none of it works. Also, where are your posts for 28th keep those of us on the blog informed? Another example of pure incompetence!

By: dkkwon123

dkkwon123 — Tue, 28 Dec 2010 15:03:28 +0000

How can this company have no BCP plans (Business continuation) to deal with weather etc.? I can’t get on line, phone sends me to a site that I can’t do anything with. I wanted to have my 70 year old parents rebook. Now they are going to end up going to the airport to find out because there is no way to know if they have been pushed to another flight etc. This is not weather, holidays etc. This is a testament to Delta’s incompetence. Well, Incompetence in Airline industry in general.

By: ddeveaux

ddeveaux — Tue, 28 Dec 2010 14:36:29 +0000

These suggestions were copied from “Customer Service for Dummies, how to use social media”. Jerry, your telephone lines have said “Due to unprecedented weather..call back later” for more than 24 hrs! You essentially unplugged the phone. Your website for rebooking has ALSO been down > 24 hrs. Oh, and people can’t direct message you on Twitter unless DeltaAssist is following them. Hmmm, what’s the chance you were already being followed by Delta on Twitter…and that anyone is really monitoring that and can respond with other than “rebooking requires personal info to be exchanged so please call us at…”

Snow has nothing to do with this unless it knocked out your power. This is Customer Service and gdavitt is right that it’s totally pathetic.

Our mother in law is about to get stuck in JFK on her way from ATL to SYR because you guys won’t pick up the damn phone and rebook her on the direct flight from ATL to SYR. So now she takes up 2 seats in and out of JFK when YOU need those seats and SHE doesn’t want it. Oh, and the ATL to SYR is on time and has space.