Delta Eliminates Phone Ticketing Fees

I imagine pretty much no one tickets via phone if they could ticket online.

So as you say the tickets booked by phone end up to be complicated tickets taking hours and many calls . So the cost in time of the CS person could be a lot but the fee is not even per call but per ticket!

I guess phone ticketing fees made sense back in the day when you had to convince people to buy things on the internet rather than the old fashioned way. But that hardly applies anymore, except maybe for some elderly people. The benefits of attracting elderly/unconnected people now probably outweigh the costs of maintaining a call center.

Nowadays, all a ticketing fee says is "we are going to charge you just to talk to us" - hardly the most welcoming message you want to convey to a customer. Even if that customer is perfectly happy buying the ticket online, he might also appreciate the assurance that he won't be charged a fee if he calls to change it.

(By the way, something else Delta does that I really appreciate is allow you to hold your place in the phone queue - they call you when an agent is ready. Although I'd much prefer getting through to an agent within a minute on every call, this is second best.)

@snic - American does the same thing with the phone place in line and callback 😉

It's a bit like "unfunded mandates" in Congress..." If it does not cost I am for it!" I doubt DL will not make money for NOT charging to talk to them when a customer wants to give DL $$$. 😉

What's not mentioned in this post is the removal of the ticketing fee coincides with DL opening a new call center in the Philippines.

Luckily the Medallion calls still route to US agents.

I never thought that ANYONE really booked over the phone anymore, at least not for a simple revenue ticket. Even my elderly grandparents who don't buy anything online themselves will call their personal tech support--their grandchildren--to get them to buy their tickets for them online. Then I started working at my current job and go figure, my boss prefers to call to book airline tickets. And hotels. She thinks it's "safer." I have since taken over the travel arrangements and have time to time had to call an agent to cancel/change something. I have caught more than one mistake that they would have made because I had scoped everything out online first. Go figure!

Delta realizes that this is an opportunity to upsell directly with customers. Let's face it, when you pick up your rental car from a kiosk it's impersonal to decline every option under the sun that's offered. When done face to face with an agent it becomes more personal - and perhaps not as easy to do.
When purchasing a ticket at delta.com it's no problem moving on past every attempt to get you to buy a preferred seat, Comfort+ or even to indulge in the luxury of first class. You deserve it after all!

Strong use of memes, nice!

What B.S. I fully expect them to use the same reasoning next time they bring this fee back. "For customer convenience."

This time next month:

...in other news, Delta increases baggage fees. “This – and every decision we make – is based on engaging with our customers and employees every day”, said Charisse Evans, Delta’s Vice President – Reservation Sales and Customer Care.

Like most here I rarely ticket via phone, but on occasion been forced to with American because specific flights I wanted to pair on open jaw itineraries were not offered on their lame website. I hope American does its usual, "follow the leader" act and eliminates the fee as well, or better yet, comes into the 21st Century with its website.

There is a use case where you are required to book by phone. For example if you are using a single Delta issued credit to book 2 passengers then you can't accomplish this through the website and must call in. Suddenly you're $200 credit becomes $150 if you're booking for 2. Totally lame. Filed a complaint 2 months ago. If only this change was retroactive for currently booked tickets.

DL announced profit today-- way up, of course.

Revenue and passenger traffic? Down.

DL is unsustainable in their current gouge-them-all mode, so I'd expect them to relent on other silly policies.

Nobody talks to the agents by choice, but any "special handling" situation forces you to deal with them-- seating issues (happens a lot, especially for families), upgrade clearance, etc.

“By listening, caring and connecting with our customers, we have their backs every time they fly with us." Right!

We just came off a Delta AMS-SEA flight. There were 16 empty seats in business. But, of course, since their policy is free upgrades for medallion only on domestic, the seats remained empty. I can not understand the business sense if this. Why not make 16 of your best customers feel appreciated for their loyalty? What would this cost them? Ok, maybe they could make the case that they do not have enough business class meal on board... so move me up and give me the comfort class meal. I would appreciate the nicer seat and feel like they appreciated my loyalty.

Loyalty programs seem to be one way streets.