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We were sitting on the bottom when I saw you two years ago. We were in ninth place. We have been on a mission air ticket prices with regard to our DOT complaints. We ve put into place over 250 different service initiatives.
I ll give you a few examples. Flight problems that s our largest complaint air ticket prices category. We re now giving more timely air ticket prices communication to our customers and being more transparent. One initiative that we ve just started is that our captains go out and make announcements when there s a lengthy delay.
We don t give people a busy signal when they call. We have introduced something we call virtual hold, and at the four-minute mark, we give you the option of calling you back. We ve saved our customers over 123 years of hold time with virtual hold.
We want to get our numbers even better. Next year, in the second air ticket prices quarter, we re launching a natural-language IVR [Interactive Voice Response] system. You can tell it what you want and it ll route you to the right place.
You know baggage fees are so complex. Our network is huge, and we have partners. We now have better technology to calculate the baggage fees and there s transparency on the receipt. In the first quarter of next year, you ll see full disclosure of those fees.
You recently changed your baggage interlining policy, so luggage isn t automatically transferred when a customer is traveling on another airline using two tickets. Have you had any complaints about that?
On Delta.com, we re in a great place, when it comes to ancillary air ticket prices fees. The information is there, it s transparent. We have to partner with the DOT, to make sure it s consistent. We want to work in partnership to make our fares fully transparent.
I think what they see on their printed itinerary today is tremendous progress. It s full disclosure. They get a breakdown. In the past, ancillary fees were new to us, and customers didn t have that. We re doing a much better job today.
What a lame answer with regard to not transferring luggage through to other airlines on separate tickets No, that issue hasn't popped up. Of course not their rule doesn t go into effect until January. I am also a little disappointed in you Chris, for not asking a follow up question air ticket prices about that. This will be huge those who already bought tickets who now don t have enough time to claim bags, recheck them and go through security. Will Delta change their flights for free? I doubt it.
what about the interlining policy when luggage is not automatically transferred when a customer is on another airline SOUNDS LIKE TROUBLE TO ME we did delta jax to atl then british airways(their business class was cheaper and very nice)and checked one small bad of liquids it did not make the transfer even tho we were assured via delta it would had to hunt for it for 2 days .
a very big problem as delta does not fly everywhere try going to aspen on them so u must use ? ^%$United not my fav)not nice try going to claim and re-check luggage for transfer in denver then go back thru tsa what a #$%% ZOO
2. IVR yeah, that s not going to work well. At every company I ve had to use it, I keep hitting 0 or # to get somebody human. It seems that their idea of what word to reach a human is never the same as mine. And speakerphones cause them all sorts of trouble.
4. How are baggage fees complex? I give you a bag, you put it in the cargo hold after weighing it. If it s over x pounds, you tell me to pay you a million bucks more and away we go. Seems simple air ticket prices to me. But then, I m not a baggage fee expert.
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