Twitter
 

Having noted with interest the accounts of helpful deltaassist agents, I opened a Twitter account and have deltaassist following me. Now that I am all ready for IROPS, how do I identify myself to @deltaassist. Do I give them my SkyMiles number whenever I send a message, or...what?

I am obviously new to this. Thanks.

You'll want to send a public tweet like "@deltaassist Having IROPS, please follow so I can DM you!" when you're having problems. (Or you could send one now saying you just want to be prepared in case you need them.)

You can then send them a direct message when you need their assistance. They usually want your PNR (no need for SkyMiles# then) to help you out.

If your Twitter handle is your name they might be able to look up your record that way. It seems they often take things 'offline' to DM so that you would not have to post info like your SM # publicly.

My advice would be to provide as much detail as you can in the initial Tweet...albeit in 140 characters, your flight #, city pairings, short description of issue.

If you have the time, you might want to watch how they respond to other customers & what info they typically need, so you're ready and they can help you most effectively when the time comes. It's been said in other threads, but note they are reservations agents & can re-book you or handle issues on the spot. At least it seems so from accounts I have read, I've never used them in an IROP, just to give a shout-out on occasion for something positive.

Since DeltaAssist is already following you, you're all set to DM them. Do not post your identifying information (name, SM#, PNR, etc.) in public tweets to DL. Send them a DM instead. Usually PNR is the best method of identifying the trip you are seeking assistance for.

<ahem> I am about to reveal a whole new level of ignorance. If I send a message @deltaassist, is this not private?

Thank you for your patience.

You're not ignorant at all. Twitter is confusing. If you tweet with @deltaassist in the "What's Happening Box", it will still be public. Instead, click "messages" at the top the page or the envelope at the top of the mobile page. Then you can send a direct message or DM. It is the best way I have found to do anything with a reservation (merge, unmerge, SDC, IRROP, etc.).

It is confusing! Your explanation was very clear and I have a much better understanding of how to use it now.

Thank you.

@deltaassist follows all tweets that contain some form of "delta airlines" and usually responds extremely quickly. Once they "follow" you you can DM them (direct message which is private) compared to a public tweet.

You may also want to "follow" @delta and @deltanewsroom as sometimes they have some other fun and helpful info.

if you're using a smartphone, you should be able to send a direct message directly to delta assist. if you tweet by SMS, then you tweet to 40404 "d deltaassist [message]" the key is to put the "d" at the front of it to ensure that it's a direct message.

btw, @deltaassist helped me resolve an issue that two CSRs were unable to resolve. it really is a great service. in fact, i maintain my twitter account solely to resolve issues with delta (and read the ramblings of the real housewives of new york...)

I have used twitter frequently as I've travel the @deltaassist team is top notch!

I have been thinking about this as well based on what I have seen on FT. But, I have one additional question. How do I get @deltaassist to follow me?

I'll open q twitter solely to be able to use @DeltaAssist

This is the problem I'm having too. I started following them several weeks ago and have sent tweets asking them to follow me. I could have used them when my flight was delayed multiple times and eventually cancelled last night.

I actually just tried it on my phone and sent a tweet to @deltaassist that said "Now following." They quickly responded back that they were following me and asked if there was anything they could do for me right then!^

Ensure that your public tweets aren't Protected if you're trying to get them to follow you. Otherwise, they will not be able to see the tweets.