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A Work in Progress: Delta’s New Website

A Work in Progress: Delta’s New Website

As of November 10, Delta has a new website. And as is often the case with newly launched websites, it’s buggy. How buggy? Here’s an email I received from a reader:

Delta has recently transferred all its FF member data to the new website which requires a new log in and password. In our family we have three members and all of the Secure Flight information that was transferred was wrong!! In my account the TSA data was my daughters, including her Global Entry number, but not even all correct! It listed her birthdate as 1909! Apparently these errors are endemic.

On FlyerTalk, where such topics are dissected and debated ad nauseum, the discussion, now 55 pages and counting, quickly swung from modestly favorable reviews of the site’s new look and feel to horror stories about missing or incorrect data, broken links, slow-loading and freezing pages, and non-working passwords. Although a Delta spokesperson assured me this morning that “the lion’s share of the functions are working well,” the continuing stream of problem reports suggests that issues persist. And he assured me that Delta is monitoring user feedback, both direct and as it appears on such websites as FlyerTalk. If you have a specific recommendation or complaint about the new site, there are three ways to communicate directly with Delta:

Perhaps it was callous of Delta to use its customers as unpaid beta-testers, as several FlyerTalk posters suggested.

And some of Delta’s design decisions may be questionable (deep, graphics-intensive pages are the enemy of snappy downloads).

But once the bugs are squashed, the new site promises real improvements over it predecessor. In particular, the MySkyMiles (self-explanatory) and MyWallet (receipts for Delta flights, hotels, car rentals) sections should be welcomed by frequent travelers.

And improvement or not, if you’re a Delta customer, you have an vested interest in ensuring that the website issues at least get onto Delta’s fix-it list.

At the end of the day, the one aspect of Delta’s old website that has come in for the most criticism, the award-booking application, remains untouched by the otherwise thoroughgoing redesign. So no improvement there. But hey, at least it isn’t any worse.

Reader Reality Check

What’s your take on Delta’s new website?

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  • Jeneene

    I can’t get to “recent searches” anymore. Can’t even get to the awards page, only can go to “book a flight” then spend a very long time getting to the calendar. What am I doing wrong?.HELP!

  • Jeneene

    I can’t get to “recent searches” anymore. Can’t even get to the awards page, only can go to “book a flight” then spend a very long time getting to the calendar. What am I doing wrong?.HELP!

  • http://www.facebook.com/profile.php?id=593171342 Kathleen Clair

    It won’t let you go backwards to edit a search – the search results tell you that you have to call the 800 #. Arg.

  • http://www.facebook.com/profile.php?id=593171342 Kathleen Clair

    It won’t let you go backwards to edit a search – the search results tell you that you have to call the 800 #. Arg.

  • http://profile.yahoo.com/6Z4RFS7EHZXXC2YP2AA7OXOIMQ abby

    On the new site a prompt is coming up letting you know you have to change your 4 digit pin into an alpha numeric pin with at least one capital letter. I changed it but now cannot log into the iPhone app because it only supports the 4 digit pin.  I have emailed and tweeted to Delta on when the iPhone app will be updated.

  • http://profile.yahoo.com/6Z4RFS7EHZXXC2YP2AA7OXOIMQ abby

    On the new site a prompt is coming up letting you know you have to change your 4 digit pin into an alpha numeric pin with at least one capital letter. I changed it but now cannot log into the iPhone app because it only supports the 4 digit pin.  I have emailed and tweeted to Delta on when the iPhone app will be updated.

  • dedehans

    Delta’s new website is confusing but I really haven’t taken the time to work through it.
    Perhaps they should post at tutorial for us….oh, if they already have I can’t find it…

  • dedehans

    Delta’s new website is confusing but I really haven’t taken the time to work through it.
    Perhaps they should post at tutorial for us….oh, if they already have I can’t find it…

  • dedehans

    ExpandDelta’s new website is confusing but I really haven’t taken the time to work through it.Perhaps they should post at tutorial for us….oh, if they already have I can’t find it…

  • dedehans

    ExpandDelta’s new website is confusing but I really haven’t taken the time to work through it.Perhaps they should post at tutorial for us….oh, if they already have I can’t find it…

  • Lauren Milne

    Two things they still need to do:
    1. Align with the passbook feature automagically.
    2. Allow us FF to use upgrade certificates online, not have to call.

  • Lauren Milne

    Two things they still need to do:
    1. Align with the passbook feature automagically.
    2. Allow us FF to use upgrade certificates online, not have to call.