One of the best ways we’ve found to contact an airline for customer assistance has been direct messages via Twitter. Their social media gurus have almost always been quick and helpful.
Apparently, Delta wants to try something else.
Thrifty Traveler has reported that as of this week, Delta has removed the ability to receive customer assistance via Twitter or Facebook Messenger for questions and problems. If you try to contact them through those methods, they send you an autoreply with the suggestion that you can message someone via their app between 6am and 11pm Eastern time.
I sent a test direct message to Delta via Twitter and, sure enough, this is what I got:
Me = Can I use Twitter for a Delta customer service issue?
Delta = For customer assistance please use our secure messaging service between 6AM and 11PM ET. You can connect to a representative through desktop, Android, and Apple devices. You may have to wait a few seconds for a message to load. Thank you for contacting Delta Air Lines.
Followed by links to their app via desktop, Android and Apple device.
I got the exact same response when I sent Delta a similar Private Message on Facebook.
It doesn’t appear that Delta has announced this change anywhere; instead all I’ve seen are others reporting that they’ve tried to Tweet and DM to Delta, with no response whatsoever. At least today they have an autoresponse.
We’re so used to using Twitter to contact Delta that I’ve never even used their messaging service. ThrifyTraveler suggests that it’s not nearly as fast as responses to Twitter. That’s a shame.
Although we don’t know why Delta cut this service, I can only assume it’s from a budget point of view. If that’s the case, hopefully as more people begin flying, they’ll reinstate being able to contact Delta via Twitter DM or Facebook PM again. Those means were also best in a pinch and I’d hate to see them gone forever.
H/T: Thrifty Traveler
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This post first appeared on Your Mileage May Vary