Home Airlines My First Encounter With Delta’s New Customer Service Via Messaging App

My First Encounter With Delta’s New Customer Service Via Messaging App

by joeheg

During the pandemic phase of travel, many companies made changes that went unnoticed. I was reminded of one of them when I tried contacting Delta via Twitter direct message. While I wrote about Delta Airlines doing away with helping customers with Facebook and Twitter in June 2020, I forgot about it until I needed help.

It wasn’t until I received their reply that I remembered that they did away with this service.

I was using my iMac so clicking on the link opened the Messages app (the same one I use for text messaging).

My reason for writing was that when checking in for my Delta flight, a popup box advertised a discount for inflight Wi-Fi when prepaying for the service. However, I wasn’t ever able to find any link to buy Wi-Fi.

The first encounter with the AI engine didn’t go well.

I typed my question again and got this response.

After getting a rep on the line, I was glad to see that they could read my previous texts.

I’m not going to make you read the whole conversation but not surprisingly, the rep was no help in figuring out how to get the discount Delta promised me when checking in for my flight.

The only advice I received was a link to the Gogo page to purchase a monthly pass. Which, as it turned out, wasn’t worth much because our first flight had Viasat Wi-Fi that cost $5 for the entire MCO-LAX leg of the trip.

Final Thoughts

This was my first chance to contact Delta through their new secure messaging system. Admittedly, my request was difficult and the rep provided an appropriate but useless response. I’d like to see how they do with trying to protect me on a connecting flight if my original flight is delayed as those were the instances when the Twitter team were the most helpful before the changes.

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Danielle Jones March 2, 2022 - 3:58 am

When you use the chat feature you all almost be connected with a vendor. They early can help. If you hit A and then ask to be transferred you will go to a specialist who should be able to help

Patryk Paletko March 9, 2022 - 5:30 pm

I have recently used the Delta messaging systems on two occasions while I was doing same day flight change and during both times the app had some errors completing my request. The rep in both cases was able to fix my issues or provide me with a clear and appropriate response with clear direction of what needs to be done when I get to the airport. Yes the wait times were on a longer end of things, but nowhere near an all nighter. I think my first time using the system I got response within 15 minutes, the second time within 45.

Joe March 3, 2022 - 1:13 am

I used it with regard to my comfort plud seat that was no where close to being what they claim it was. The response time was an all nighter and of no help.

Michael March 4, 2022 - 10:43 am

I wonder if you’ll be able to contact them while in the air with this new system.

Christopher Stall March 5, 2022 - 12:19 am

I recently flew Delta internationally. Prior to the flight I was unable to contact the airline by phone, email, website, or chat. I couldn’t even contact them through links they provided to answer questions or provide information they requested. When I arrived at the airport to check in I was informed by the agent that I couldn’t check in as I needed a visa (I didn’t). When she called to verify the travel requirements with the corporate office she was put on hold and then disconnected once the call went through. On her second attempt she got through (after initially being placed on hold) it was confirmed that I didn’t need a visa to travel as a tourist. Additionally my return flight had been rescheduled and I would have been unable to make one of my connections. I am now returning to a different airport from the one from which I originally embarked
Something at Delta is seriously broken.

N March 8, 2022 - 9:17 am

I recently cancelled a flight within 24 hours of booking, which was clearly displayed at the time of booking as a free cancellation. However, upon cancellation I was issued and e-credit rather than a refund. I tried online chat, was incorrectly routed to text messaging during my first call, and I sat on hold on the phone. Chat and messaging took over 30 minutes to get a rep, both of which later determined I needed to speak with a special department. In both instances, it was multiple hours before anyone from the new department responded. After over an hour on hold over the phone, I finally spoke with a representative who also said a different department had to handle the issue and had 45+ minute hold times. In this instance, the hold was 5-10 minutes and I wasn’t transferred. Rather they processed the refund and she let me know. However, when I asked why an e-credit was issued instead of the refund promised on the website, I was disconnected. Upwards of 2 hours to get the refund promised for a cancellation within 24 hours of booking which very much felt like scamming to me. How many people (myself included) don’t have the time or energy to fight and sit on hold? What is the value of our time for a company to do what they are very clearly advertising? Are they just hoping I’ll take the e-credit and they can keep my money?


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