Is Delta outsourcing Twitter support?
 

Usually, Delta's Twitter team is my favorite way to get support and quick changes made. I just had a comically bad and confusing interaction with them that makes me wonder if they're outsourcing this now—anyone know? I always thought they were Atlanta-based, but this exchange read like a bot or a non-native speaker using Google Translate.

I was thanked for my "hi-octane loyalty" as they "contritely apologized" for their "bungle" before saying they were "standing by to assist me to my heart's content." It was... bizarre.

I can't imagine any non-native speaker using "bungle" or "hi-octane"

I heard that Delta was trying to incorporate "hi-octane" into their cooperate culture. Like Chick-fil-a is know for their "my pleasure."

Example, "thank you for flying this hi-octane flight from LAX to ATL" or "our hi-octane service will surprise you" or "try our new hi-octane coffee"

Probably just one rep. My experiences with the Twitter team have been positive, and I don't believe they're outsourcing.

That would've been my assumption, but the first rep was so bad that I actually had to ask to speak to another rep and they were both equally... odd. I agree 100% that their Twitter support is great, so I hope this is just a Sunday morning fluke and nothing is changing.

Oh, dear... I hope not. "Hi-octane loyalty" did make me LOL though.

Recently applied for a discover card and it said I needed to call to confirm some information. Instead, a chat popped up and said I can use the chat instead. When I was approved the person on the chat said

"Awesome-Sauce you've been approved for $$$$"

I suspect they are trying to make the experience more entertaining not that they out sourced.

Only 4 dollar signs? :D

:) I general, I've seen some customer service reps when chatting try to be funny.

Yeah didn't get the 5th.

I'd be an awesome online CS rep. I wouldn't last long... but it'd be epic.

Not sure but can't remember any negative experiences. I signed my daughter up for sky miles and the online app/email form said up to 30 days. I tweeted and asked realistic time frame to get setup as I want to get moved to C+ and apply RUCs. Person replied and I was setup in sub 5min. It has been over a week and no reply to the email I sent with the form.

I've noticed an increase in response time over the last year as well as a steady decrease in ability to assist. I have started going back to the DM line, which I've found much better (and faster) success with in recent days. My most recent attempt using Twitter took over an hour to get a seat assignment. Called the DM line. Less than 5 min. Unless I'm in the air and need on the spot assistance (aka calling isn't an option), I'm sticking with the DM line from now on.

I think everyone knows twitter is more helpful than phoning in. And the twitter team is over taxed.

My most recent Twitter interaction with the Delta team (within the last 30 days) was fabulous and way better than expected.

Having said that, some of their online reps are way better than others.