Delta Air Lines will no longer charge a fee for customers who purchase their tickets over the phone through Reservation Sales or in person at airports and other ticket office locations*.
“It is much simpler for our customers to not have to worry if they will pay a fee for ticketing with Delta,” said Glen Hauenstein, Delta’s incoming President.
Delta previously charged a fee of $25 per ticket when purchased over the phone through Reservation Sales and $35 per ticket when purchased at airports and other ticket office locations. Charges varied for some locations outside of the United States. Delta does not charge a fee for customers who purchase tickets on delta.com or through the Fly Delta app.
“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. “By listening, caring and connecting with our customers, we have their backs every time they fly with us. I am extremely proud of our dedicated colleagues who, along with the support of nearly 80,000 Delta employees worldwide, continue to raise the bar by exceeding our customers’ expectations.”
Eliminating the Direct Ticketing Charge is the latest example of the company’s commitment to assisting customers and responding to their feedback before, during and after their travel with Delta.
Delta recently integrated @DeltaAssist customer support into its primary @Delta channel to offer customers a seamless experience when communicating with the airline via Twitter. Nearly six years ago, Delta became the first U.S. airline to offer real-time customer support through Twitter via the @DeltaAssist handle, including rebooking, flight information, airport details and additional services.
The team has grown from six employees to more than 40 specialists with Reservations backgrounds providing assistance in English, Spanish, Portuguese and Japanese.
*The fee waiver does not apply to tickets issued in select European locations.