http://www.statista.com/statistics/2...twitter-users/

I imagine this has to have something to do with the delayed/ineffective responses.

5 years ago there were roughly 30 million active twitter accounts. 2015 there are roughly 304 million active twitter accounts.

In 2010 DL could probably staff 5-10 crack employees and give them broad discretion helping people. As the number of users was far smaller and not many people at that time would even think to tweet a company for help or to complain.

In 2015, the first thing a lot of people do practically is tweet how disgusted they are about anything, real or imaginary. So if there is a 10x increase in users, there would have to be a 10x increase in staff.

Now instead of a small team, you've got what I imagine has to be around 50-100 people. You need to have a lot more formal structure when the departments gets to that size. Plus it's got to be draining reading tweet after tweet "I'm never flying @delta again because they canceled my flight!" Never mind the fact that there is 2 feet of snow outside.

So I would applaud DL if this new idea is to bring back a small elite team with broad powers that would work only with HVC/DM passengers.