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A few years back, United Airlines tested removing customer service desks from some of its United Clubs℠ (the Chicago O’Hare International Airport (ORD) location by B6 is one I remember) and offering passengers the ability to scan a QR code and connect with a local agent. The reasoning was to streamline service (we all know it was cost related). Now, Delta Air Lines is testing out removing its customer service desks at New York LaGuardia Airport (LGA) and Los Angeles International Airport (LAX). I expect this test to go as well as United’s trial.
News: @Delta is eliminating customer service desks at two Sky Clubs (LGA, LAX) in a new trial.
Instead, agents will roam around with mobile devices to help with easy rebookings.
If successful, Delta will roll this out network-wide. What do you think? Personally, I'm not a fan.
— Zach Griff (@_ZachGriff) March 22, 2024
Zach Griff from The Points Guy first reported on this trial. Agents will roam the Sky Club® with a mobile device to assist passengers versus having a stationary desk. If successful, he says that this will be implemented across the entire lounge network.
While I don’t use the agents at the Sky Club® desks often, I have had to in situations where flights were delayed and I would miss a connection. This saved me from having to call customer service or stand in a long line in the terminal. I can’t imagine it being fun to have to scout around the lounge looking for the roaming agent to assist me. Delta has not given the official word on the logic behind this test. Eye of the Flyer speculates that it might say that this is to add additional seating. We’ll have to wait to see this in action and then how spectacularly it fails.
Anthony’s Take: People carry credit cards that charge high premiums, fly in premium cabins (internationally), and buy Sky Club® memberships for an elevated experience. This includes being able to get quick assistance in the event of irregular operations. This idea did not work for United and I can’t see it sticking at Delta.
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1 comment
The last time I had a missed connection (which made it impossible to get to my destination until 12 hours late, an hour after my return flight left) with Delta in ATL the Sky Club desk refused to help me and told me to call the 800 number.