Slow Responses From Employee Support Groups

[SkyguyB727]

Has DL outsourced the employee self service group and the pass bureau? I emailed the benefits group on 07 November about a broken link on the benefits page on DeltaNet. The open enrollment period ended on 17 November, so I expected a reply before then. They just replied to me today, 23 November. Replying six days after the open enrollment period ended does me no good.

I emailed the pass bureau with a buddy pass question on 09 November and again on 12 November. I was leaving on my trip on 16 November. I still haven't received any reply, and I returned home from my trip yesterday.

Can any long-time DL folks tell me if this is typical?

 

[bullterrier]

Have you tried the 800 number?

 

[BABABOOY]

We have the corporate directory on DL net. Look up a department and make a phone call. Even
if its not the person you may need to speak to, the person answering will most likely
be very helpful and put you in touch with the right person. really.

 

[SkyguyB727]

Have you tried the 800 number?

When I called the 800 number, I got stuck in an endless loop of "press 1 for this, press 2 for that." I could never reach a person.

For the record, I'm still waiting for the pass bureau to answer the question I first asked them three weeks ago.

 

[bullterrier]

When I called the 800 number, I got stuck in an endless loop of "press 1 for this, press 2 for that." I could never reach a person.

For the record, I'm still waiting for the pass bureau to answer the question I first asked them three weeks ago.

I guess I have never needed help or had a question for the pass bureau and I am sure they are swamped with questions with the merger going on. Personally I hate the "push 1 or 2" to try to get through to anyone in any company. Did you try going through your supervisor? Or if the question is not too personal, ask in here and see if we can get an answer for you.

 

[SkyguyB727]

I guess I have never needed help or had a question for the pass bureau and I am sure they are swamped with questions with the merger going on. Personally I hate the "push 1 or 2" to try to get through to anyone in any company. Did you try going through your supervisor? Or if the question is not too personal, ask in here and see if we can get an answer for you.

My supervisors and manager come to me with their pass questions. I'm the "go to" guy.

I ultimately got an answer from the old NWA pass bureau. It's more the principle of the thing that here, a month later, the DL pass bureau won't even acknowledge my emails much less answer my question. You can't tell me that in a month's time and after three emails, not one person in the department can even acknowledge receipt of my question?

With the benefits department, the person who finally replied did so six days after the open enrollment period ended. At that point, the response was useless. My question was time sensitive, and the benefits people couldn't bother to reply in a timely manner. If they would not have had the broken hyperlink on DeltaNet, I wouldn't have needed to contact them.

 

[2BlacknBlue]

Can any long-time DL folks tell me if this is typical?

Yep, typical........

 

[bullterrier]

My supervisors and manager come to me with their pass questions. I'm the "go to" guy.

I ultimately got an answer from the old NWA pass bureau. It's more the principle of the thing that here, a month later, the DL pass bureau won't even acknowledge my emails much less answer my question. You can't tell me that in a month's time and after three emails, not one person in the department can even acknowledge receipt of my question?

With the benefits department, the person who finally replied did so six days after the open enrollment period ended. At that point, the response was useless. My question was time sensitive, and the benefits people couldn't bother to reply in a timely manner. If they would not have had the broken hyperlink on DeltaNet, I wouldn't have needed to contact them.

Geeze, I'm sorry that happened to you. I hope in the future the information highway will get better. I know that doesn't help you now but this merger is gonna send us through some turbulence. Our company is a great company to work for and I think if you shoot an email to Ed about this problem, he will get back with you.

 

[Kev3188]

I know that doesn't help you now but this merger is gonna send us through some turbulence...Our company is a great company to work for and I think if you shoot an email to Ed about this problem, he will get back with you.

I agree with the turbulence part, but you're also right that it doesn't help when it's you're stuck. I'm currently in the same automation purgatory with HR, and on top of trying to get someone (you know, a real person) to answer the phone, the emails they send are unintelligible, and the attachments don't open.

As for going straight to the top, I've done that with a few of the CLT members now. Only West could be bothered to answer back; the rest dispatched minions to respond (Note: Neel Shah has also answered me very quickly).

 

[SkyguyB727]

I'm now on round two with the DL pass bureau. My last paycheck had a large, unexplained deduction for Delta pass travel. Online, it shows I was charged about $40 for taxes from Europe. In reality, I had over $100 withheld without any documentation or explanation. I used the online, fill in the blank form and got an automated response saying I would receive a reply in 5-7 days. I'm now on day 5 with no reply.