Delta Air Lines — changing name on skymiles account
I posted this on Delta's Facebook page timeline and I went back to look for it and naturally it was deleted. All they have on FB is cute stories and positive things that will make them look good. Heaven forbid they hae something negative they might have to deal with.
I got a promotional email last week from Delta making a big splash about how providing identification as part of your Skymiles account could help you get Pre-Check status for TSA.
So there I go updating my profile and adding my ID to my Skymiles account when I notice a note "your name on your Skymiles account must match EXACTLY your Gov't issued ID." OK so instead of my middle initial I have to change my name and use the full middle name since that's how my Drivers License reads. Easy right? Oh but wait, Delta won't let you edit it! You have to phone customer service and have them do it. What a pain.
So this morning I phone the posted number for Customer Service on the Skymiles page and wait in the queue...dahdahdahdahdah... and finally get a person. After identifying myself and explaining what I wanted, I'm informed they have to transfer me to the Skymiles line. Now why I ask you isn't that number posted on the Skymiles page?
Of course the transfer takes me to another phone queue... dahdahdahdahdah...and then the agent answers only to tell me that she can't change the name, I have to fill out a customer comment form and inform them so they can do it and that form is 3 different pages identifying yourself. Why didn't they just tell me that in the first place instead of making me wait in two phone queues?
So we have this huge TSA Pre-Check promotional mailing and everyone who has the issue with their name matching their Gov't ID is going to have to go through this? I can only imagine the huge spike in phone traffic... two queues by the way because they didn't put the right phone number on the Skymiles page.
I just arrived home last night from 2 Delta flights yesterday and all I have running through my head is Richard Anderson's voice as CEO bragging how customer sensitive Delta is at the beginning of every flight. If this is customer sensitive then I'd hate to see customer insensitive.
Richard, you need to have your team get their act together! If there is some security reason for not letting customers change their middle initial to a full name, then you had better make it easy for them to change it. You'd have been better off not making a big deal about this promotion since your team hasn't done a walk-through to find out what customers have to go through to make this happen seamlessly.
As a Delta customer if you don't want to deal with this hassle, just delete the email regarding TSA Pre-Check from Delta.
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