Goodbye @DeltaAssist, Delta’s Twitter Support Account

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Back in 2010, Delta Air Lines launched their own support account on Twitter, @DeltaAssist, which would help customers with travel related inquiries, such as changing seats, getting rebooked if your flight was delayed or cancelled etc. It truly has been a great account with a great team that I’ve used several times.

However, @DeltaAssist is going away, as the airline plans to merge their support account with their primary account @Delta.

Delta Air Lines

Per Delta Air Lines,

Delta Air Lines is integrating @DeltaAssist customer support into its primary @Delta Twitter handle to offer customers a seamless experience when communicating with the airline’s team of more than 40 social media specialists.

“We are committed to listening, caring and connecting with our customers 24 hours a day, seven days a week,” said Charisse Evans, Delta’s Vice President – Reservation Sales and Customer Care. “By incorporating @DeltaAssist into @Delta, our customers will have one source for in-the-moment assistance before, during and after their travels, along with access to Delta updates, travel tips and much more.”

Nearly six years ago, Delta became the first U.S. airline to offer real-time customer support through Twitter via the @DeltaAssist channel, including rebooking, flight information, airport details and additional services.

The team has grown from six employees to more than 40 specialists with Reservations backgrounds providing assistance in English, Spanish, Portuguese and Japanese.

“Our engagement with customers through @Delta is focused on ensuring they have a memorable experience while assuring them we’ve got their back every time they fly with us,” said Tim Mapes, Delta’s Senior Vice President and Chief Marketing Officer. “This is the philosophy behind every investment we make.”

Bottom Line

I’ve been a huge fan of @DeltaAssist, so it will be interesting to see how the new merged account with @Delta, will still offer the same great customer service, but I’m hopeful!

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Comments

  1. Pretty sure people who would tweet Delta issues would use Delta instead of DeltaAssist anyway so streamlining this makes sense.

  2. Nearly caused a heart attack with the headline! Hope service doesn’t deteriorate: @DeltaAssist is absolutely fantastic – my go-to support whenever I’m on an itinerary – I’ve used them dozens of times. Fast and competent. I’ve several times been rerouted/protected while in the air – I’ve DM’d as soon as the pilot made a delay announcement (once I just saw the route tracker make a strange shift), and been hooked up almost immediately. Saves a lot of stress.

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