Delta Air Lines is integrating @DeltaAssist customer support into its primary @Delta Twitter handle to offer customers a seamless experience when communicating with the airline’s team of more than 40 social media specialists.
“We are committed to listening, caring and connecting with our customers 24 hours a day, seven days a week,” said Charisse Evans, Delta’s Vice President – Reservation Sales and Customer Care. “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.”
Nearly six years ago, Delta became the first U.S. airline to offer real-time customer support through Twitter via the @DeltaAssist channel, 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.
“Our engagement with customers through @Delta is focused on ensuring they have a memorable experience while assuring them we’ve got their back every time they fly with us,” said Tim Mapes, Delta’s Senior Vice President and Chief Marketing Officer. “This is the philosophy behind every investment we make.”
Delta continues to invest in travel resources and tools for customers, including the Fly Delta app. From booking, changing and monitoring flights to tracking bags and exploring the Glass Bottom Jet™ feature, the Fly Delta app further increases customers’ ability to stay connected at all points during their journey.
Delta also recently launched the latest enhancements to its automated rebooking system. Led by Delta’s Reservation Sales and Information Technology teams, along with support from the airline’s eCommerce and Airport Customer Service teams, new functionality has been added to airport kiosks, the Fly Delta app and delta.com to help minimize disruptions to customers during irregular operations, such as weather events. Highlights include providing flexible routings, then allowing customers to choose what works best for them.
By giving customers more options to select their own rebooking preferences, the system also helps to reduce lines at airports and enhance the overall travel experience.