Is Delta outsourcing Twitter support?

Old Nov 11, 18, 10:11 am
  #1  
Original Poster
 
Join Date: May 2015
Location: NYC/Paris
Programs: DL Diamond
Posts: 111
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.
loratliff is offline  
Old Nov 11, 18, 10:23 am
  #2  
pvn
Suspended
 
Join Date: Nov 2010
Location: MEM
Programs: Starbucks Green Card
Posts: 5,431
I can't imagine any non-native speaker using "bungle" or "hi-octane"
pvn is offline  
Old Nov 11, 18, 10:41 am
  #3  
 
Join Date: Dec 2014
Location: Charleston
Programs: MilagePlus
Posts: 31
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"
bkamdg is offline  
Old Nov 11, 18, 10:50 am
  #4  
 
Join Date: Mar 2015
Location: NYC
Programs: UA 1K, DL Platinum, Hilton Diamond, Marriott Gold
Posts: 1,607
Originally Posted by loratliff View Post
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.
Probably just one rep. My experiences with the Twitter team have been positive, and I don't believe they're outsourcing.
ryandc99 likes this.
MarkP24 is offline  
Old Nov 11, 18, 10:59 am
  #5  
Original Poster
 
Join Date: May 2015
Location: NYC/Paris
Programs: DL Diamond
Posts: 111
Originally Posted by MarkP24 View Post
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.
MarkP24 likes this.
loratliff is offline  
Old Nov 11, 18, 11:00 am
  #6  
Original Poster
 
Join Date: May 2015
Location: NYC/Paris
Programs: DL Diamond
Posts: 111
Originally Posted by bkamdg View Post
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"
Oh, dear... I hope not. "Hi-octane loyalty" did make me LOL though.
loratliff is offline  
Old Nov 11, 18, 11:03 am
  #7  
 
Join Date: Jun 2009
Location: Somewhere
Programs: Delta Gold
Posts: 2,974
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.
HWGeeks is offline  
Old Nov 11, 18, 12:37 pm
  #8  
 
Join Date: Sep 2016
Location: HSV
Programs: Bellevue Lifetime Premiere Mega Elite Supreme
Posts: 1,393
Originally Posted by HWGeeks View Post
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?
MarkP24, SoroSuub1 and apodo77 like this.
TheHorta is offline  
Old Nov 11, 18, 12:49 pm
  #9  
 
Join Date: Mar 2015
Location: NYC
Programs: UA 1K, DL Platinum, Hilton Diamond, Marriott Gold
Posts: 1,607
Originally Posted by TheHorta View Post
Only 4 dollar signs?
I general, I've seen some customer service reps when chatting try to be funny.
MarkP24 is offline  
Old Nov 11, 18, 1:06 pm
  #10  
 
Join Date: Jun 2009
Location: Somewhere
Programs: Delta Gold
Posts: 2,974
Originally Posted by TheHorta View Post
Only 4 dollar signs?
Yeah didn't get the 5th.
TheHorta and aquamarinesteph like this.
HWGeeks is offline  
Old Nov 11, 18, 1:11 pm
  #11  
 
Join Date: Sep 2016
Location: HSV
Programs: Bellevue Lifetime Premiere Mega Elite Supreme
Posts: 1,393
Originally Posted by MarkP24 View Post
I general, I've seen some customer service reps when chatting try to be funny.
I'd be an awesome online CS rep. I wouldn't last long... but it'd be epic.
MarkP24, gooselee and Air Houston like this.
TheHorta is offline  
Old Nov 11, 18, 1:18 pm
  #12  
 
Join Date: Mar 2014
Location: ATL
Programs: DL DM, Hyatt LT DM, Wyndham DM, Hertz PC, HH Gold, SPG Gold, Marriott Gold
Posts: 2,038
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.
dinanm3atl is offline  
Old Nov 11, 18, 1:49 pm
  #13  
 
Join Date: Jan 2013
Programs: DL DM; Accor Platinum; Bonvoy Platinum; Hertz #1 Gold; HHonors Silver
Posts: 70
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.
gooselee likes this.

Last edited by EG33; Nov 11, 18 at 1:50 pm Reason: Typo
EG33 is offline  
Old Nov 11, 18, 2:35 pm
  #14  
 
Join Date: Jun 2009
Location: Somewhere
Programs: Delta Gold
Posts: 2,974
I think everyone knows twitter is more helpful than phoning in. And the twitter team is over taxed.
MarkP24 and SoroSuub1 like this.
HWGeeks is offline  
Old Nov 11, 18, 3:31 pm
  #15  
 
Join Date: Jun 2017
Location: MidSouth
Programs: AA; Delta GM
Posts: 729
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.
MarkP24 and Alexflyer like this.
aquamarinesteph is offline  

Thread Tools
Search this Thread
Search Engine: