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.
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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