Delta Air Lines Combining @DeltaAssist with @Delta on Twitter


Six years ago, Delta Air Lines became the first U.S. airline to offer assistance via Twitter. With a handful of employees, the @DeltaAssist team was able to assist with a variety of tasks, many of which were able to be accomplished in less time than it took to call the airline or wait in line for an agent. For grins, this was the first tweet from @DeltaAssist in 2010.

In the six years since Delta joined Twitter, airlines worldwide have joined in an effort to provide timely information for their customers and better connect with millennials who use Twitter as their primary source of information. From questions about meal service offered on a flight or flight status inquiries, to complaints about delayed flights and the ever-so-popular “I’ll never fly this airline again!”, airlines hear it all.

The use of social media has exploded in recent years, offering more than the ability to send messages back and forth. From ordering food via Twitter to broadcasting an event to followers across the world, the possibilities are endless, especially for the aviation industry. KLM, the flag carrier of the Netherlands, recently introduced the ability for passengers to have their boarding pass delivered through Facebook Messenger.

Southwest Airlines "Listening Center" - image: Southwest
Southwest Airlines “Listening Center” – image: Southwestdd

In an effort to provide an easier experience for customers, Delta today announced plans to combine the popular @DeltaAssist account with their main account, @Delta, staffed by more than 40 “social media specialists”. From Charisse Evans, Delta’s Vice President Reservation Sales and Customer Service:

We are committed to listening, caring and connecting with our customers 24 hours a day, seven days a week. By incorporating @DeltaAssist into @Delta, our customers will have one source for in-the-moment assistance before, during and after their travels, along with access to Delta updates, travel tips and much more.

Delta’s social media specialists are available 24/7 and can offer assistance in English, Japanese, Spanish & Portugese.

Final Thoughts

Although Delta is not my primary air carrier, I have used them a number of times for assistance with award bookings, checking flight status for family and friends and many other tasks. With the exception of one tweet to Delta, I’ve always heard back in minutes with the information I am looking for or a suggestion of who to contact to figure out the problem I have.

Do you prefer to use social media when contacting an airline for information or assistance or do you prefer to pickup the phone and speak to an agent?


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