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Delta ends twitter, facebook messaging for customer assistance

Delta ends twitter, facebook messaging for customer assistance

Old Jun 15, 20, 11:28 pm
  #1  
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Delta ends twitter, facebook messaging for customer assistance

(Tried changing title to “Ending” but can’t get my edit to stick.)

Don’t know if this has been brought up, but a blogger noticed that pax can no longer get help from DL via Twitter or Facebook Messenger: https://yourmileagemayvary.net/2020/...er-assistance/

If this indeed true, this is a serious blow for pax. While the wait time for getting help during the past couple months have been long, I’ve generally found DL Twitter helpful and responsive, including getting protected on a flight while I’m taxiing on the runway or letting them know that I have tight connection in hopes of having them hold a flight or send a Porsche. Now folks should be messaging them via the DL app between 6AM-11PM EDT. (I get the limited hours due to the limited number of flights, but if people are in different time zones, these hours might not be helpful when they’re traveling — like on a red eye from the west coast.)

I’m hoping that they reinstate DL Twitter and FB messenger return to 24/7 when things are back in full swing — but that’s probably just foolish thinking on my part.

Last edited by UVAhoo06; Jun 16, 20 at 4:20 pm
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Old Jun 16, 20, 10:33 am
  #2  
 
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Delta ended both, I'm not sure if it's permanent. They are pushing people to use the chat feature in the app.
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Old Jun 16, 20, 10:46 am
  #3  
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It just gets worse and worse. Who's running this "airline?"
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Old Jun 16, 20, 11:09 am
  #4  
 
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Saw this reported on one of the blogs.

This is a bad move and I really hope it's temporary. The folks on the @Delta twitter were incredibly helpful and I consistently found Twitter to be the fastest, simplest way to make simple changes or request simple tasks (e.g., mileage upgrade availability on international flights, RUC availability on domestic flights, etc.). When you don't have time to call, Twitter was easy to just fire a quick DM and then have that task taken care of without waiting on hold or having to speak with someone.

Complex questions still best handled by calling DL (and during normal times not a big deal for a PM) .
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Old Jun 16, 20, 11:14 am
  #5  
 
Join Date: Apr 2019
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They are still soliciting DM's on their Twitter feed. It looks to me they are just limiting hours for FB/Twitter support, not ending them. The chat feature on the website appears to have been removed and the chat feature in the mobile App (Android) just directs you to submit your mobile number where you can exchange text messages with their virtual assistant. The "Contact Us" page on the mobile app still directs one to use Twitter.

Last edited by xliioper; Jun 16, 20 at 11:47 am
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Old Jun 16, 20, 12:12 pm
  #6  
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Originally Posted by xliioper View Post
They are still soliciting DM's on their Twitter feed. It looks to me they are just limiting hours for FB/Twitter support, not ending them. The chat feature on the website appears to have been removed and the chat feature in the mobile App (Android) just directs you to submit your mobile number where you can exchange text messages with their virtual assistant. The "Contact Us" page on the mobile app still directs one to use Twitter.
FWIW I posted a screenshot of a Twitter auto-reply in the operational thread: DL Corona Virus-COVID-19 / Operational Impact

which was around 10:30 AM Eastern and directed me to use in-app messaging (-> text message since I am on Android) .
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Old Jun 16, 20, 12:20 pm
  #7  
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Unfortunately the mobile app 'chat' feature with the automated 'assistant' is useless. Friend of mine sent a message through the app yesterday and got an auto reply about long wait times and to reply yes/no if help is still needed. Replied yes and no reply for hours... when the same question was asked if help is still needed. Another yes and no reply from a person. Call center was also just telling them to hang up and try later since they have no status.

Meanwhile, they call back from AA in less than 20 min.

DL is in really sad/pathetic condition for customer service now. Really is beyond inexcusable at this point.
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Old Jun 16, 20, 2:30 pm
  #8  
 
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Originally Posted by Zorak View Post
FWIW I posted a screenshot of a Twitter auto-reply in the operational thread: DL Corona Virus-COVID-19 / Operational Impact

which was around 10:30 AM Eastern and directed me to use in-app messaging (-> text message since I am on Android) .
So I take it the Apple iOS app has a real chat feature? I see that the chat function on the website is now a pop-up box. I couldn't find a link to it on the website (could only get to it via the bit.ly/PMDelta link) Unfortunately, it doesn't look like you can re-size it (just move it back and forth). It looks like you can request to chat to a real representative if the Virtual Assistant can't answer your question. I may be alone, but I prefer not having to go through a third-party like FB or Twitter for support. I found the comments in the blog post to be a bit silly. Do people actually think that the agents on the DL chat are different than the ones who were manning the Twitter feed??


Last edited by xliioper; Jun 16, 20 at 2:47 pm
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Old Jun 16, 20, 2:54 pm
  #9  
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Originally Posted by xliioper View Post
So I take it the Apple iOS app has a real chat feature?
So I gather.

Originally Posted by xliioper View Post
I see that the chat function on the website is now a pop-up box. I couldn't find a link to it on the website (could only get to it via the bit.ly/PMDelta link) Unfortunately, it doesn't look like you can re-size it (just move it back and forth). It looks like you can request to chat to a real representative if the Virtual Assistant can't answer your question.
There's a pitfall, in that I was logged in when I first opened the link, and while I was waiting for a response, my login session timed out (I was off doing other things) and that lost the chat window. Luckily my request was fire-and-forget (was submitting feedback about something that didn't specifically need a response) but would've sucked if I was asking to make a change etc. that needed some interactive response.

Originally Posted by xliioper View Post
I may be alone, but I prefer not having to go through a third-party like FB or Twitter for support.
I prefer FB/Twitter, which have have web interfaces that were purpose-built for messaging, rather than what I am guessing is a third party library bolted on to the DL web site and has issues like not being resizable/movable as you noted. They also have apps (including some 3rd party apps) that work on Android. And I can start a message conversation on a desktop web site and later switch to my smartphone (whether mobile browser or native Android app) or vice versa (maybe the IOS version of the DL thing is able to do this also, I dunno) and still continue the same conversation.

Originally Posted by xliioper View Post
I found the comments in the blog post to be a bit silly. Do people actually think that the agents on the DL chat are different than the ones who were manning the Twitter feed??
Agreed on this point -- I am purely guessing but it seems plausible that with a reduction in the number of agents it was just easier to consolidate down to a single channel for messaging.
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Old Jun 16, 20, 3:35 pm
  #10  
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I strongly prefer twitter for the many reasons mentioned above. I can also much easier copy/paste from history in twitter. I'm not sure if the DL app version has history once its closed or times out also.
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Old Jun 16, 20, 4:28 pm
  #11  
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When I go to DL's Twitter page, it's clear that people are still reaching out to DL and DL is asking them to DM their PNR, etc. So, maybe DL is trying to spread out the workload across multiple platforms, including FB, Twitter, and now the DL chat (via the DL app)?

I've been in situations where I have Wifi but no cell data (or access to free text messaging) -- like when I'm traveling abroad. In these moments, being able to get in touch with DL for ticket changes or to check on something (such as getting a GUC or RUC correctly applied) without having to pay for text messages has been really helpful. I'm really, really hoping that DL Twitter isn't gone.
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Old Jun 18, 20, 11:24 am
  #12  
 
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Took me 90 min of conversation today (after a 2 hr callback) to find the status of a refund. In the past that was 5 min of my time on Twitter. #FAIL
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Old Jun 18, 20, 11:42 am
  #13  
 
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Originally Posted by lucycan View Post
Took me 90 min of conversation today (after a 2 hr callback) to find the status of a refund. In the past that was 5 min of my time on Twitter. #FAIL
Had a similar experience yesterday for a refund that I called in for May 8. No sign of it. After lots of research they came back and told me it will be be processed...next Thursday.
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Old Jun 18, 20, 12:19 pm
  #14  
 
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Twitter used to be super helpful. The last two times I tried to interact with Twitter, though, I got an automated response and then no actual response from a human.
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Old Jun 18, 20, 12:23 pm
  #15  
 
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Maybe the should call it a (cough, cough, cost cutting) COViD related safety enhancement?
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