We’ve been working diligently over the past year to really define our strategy in the ever-changing social media space. While we are by no means experts (yet!), we’re excited about the strides we’ve made thus far and look forward to more conversations with you via this blog, Twitter and Facebook.
We’re thrilled to announce the launch last week of a pilot program as well as a few additions to our Social Media team – Bridgette, Jerry, Joe, Theresa, and Winston (now known as the DeltaAssist Team). These seasoned, social media enthusiasts are now standing by on Twitter to help you navigate the travel process. So tweet your questions, comments, concerns, praise – we love praise ; ) – etc. to @DeltaAssist. To book travel, we ask that you continue to visit delta.com or call us at 800-221-1212.
Our DeltaAssist agents are online Monday through Friday from 8:00 a.m. to 9:30 p.m. on the U.S. East Coast. But we know you’re still on the move even when we aren’t, which is why you can always reach us with any immediate travel needs at 800-221-1212 or by email to comment on a recent trip.
Thanks to all of our followers, friends and readers for your feedback. We’ve definitely been listening, and thanks to you, decided to launch @DeltaAssist. Keep the ideas coming by commenting below – or send us a tweet @DeltaAssist. And remember that you can always find the latest Delta news and happenings via Twitter @Delta.
Allison Ausband
Vice President – Reservations & Customer Care
June 26th, 2010 at 9:04 am
I emailed a question through delta.com contact us – when you would be participating at Facebook. Much to my surprise – I was advised to go to Delta. When I did a search for Delta Airlines – I did not find it because it was listed only as Delta. Having listed this here at the blog is great. Perhaps a listing in the Newsroom and on the front page of delta.com would be most beneficial. DL is taking my interest spot over AA very fast here at IND. I asked a question at Facebook – no answer… When is the Sky Club opening here at IND? Thanks – Gary Michael
June 27th, 2010 at 10:06 pm
three very important things for your DeltaAssist Team to consider:
1- not everyone is as fully technologically enabled as you may think, and not all of those who are elect to use the same tools (I for one have chosen not to tweet or to use Facebook, but I do have other active media)
2- Mon thru Fri 0800-2130EDT is fine for your customers in the US (and to some extent the rest of the western hemisphere), but running a global airline is a 24/7/360 (as in, 360 degrees of around-the-world longitude) proposition; many if not most users of the aforementioned social media do not particularly care what time it is anywhere else when posting
3- it seems like almost every entry in this blog is overloaded with sales-and-marketing-speak … while I understand the purpose of the blog is to publicize what Delta sees as great things about Delta, some occasional evidence of humility and objectivity might be in order when customers have provided critical feedback on some of these subjects
June 28th, 2010 at 10:51 am
jrl22: Thx for your feedback and comments. We appreciate that not everyone is on twitter or using the same tools. That is why @DeltaAssist is not replacing traditional methods for service. You can still find help on delta.com, at 800-221-1212 or with our live chat agents. This is a pilot program. We will be reviewing and monitoring the need to expand beyond the current operating hours. We appreciate the enthusiasm from our customers for expansion and their patience as we work through the pilot.
We also appreciate your feedback on the content of our blog. We try to provide diversity of what our readers have shared that they are interested in: airline history, WiFi updates, philanthropic work, new product enhancements, service tools, etc. We do respond and acknowledge customer comments to blog posts. If you’d like assistance regarding experiences or issues with Delta, you can click on the email link below to have someone respond to your specific case. Thanks again for your time and consideration. We appreciate your business!
June 28th, 2010 at 9:42 pm
Lately calling to Delta is next to impossible. In must cases after calling (800-221-1212 or 1-800-241-4141), there is a message stating that there are too many callers and to call back later. This is the case in the last two days, so something is completely wrong with your customer service. Any advise?
June 29th, 2010 at 9:07 am
Our apologies that you’ve had a delay in reaching us via phone. We’ve had increased call volume due to the storms in the Northeast, Mid-Atlantic and Mid West. We are all hands on deck to manage call volume. Please try calling back during non-peak hours. We appreciate your patience. And don’t forget in most cases, you can change your ticket at delta.com as well as book reservations, check in and change your seats.
June 30th, 2010 at 8:32 am
Thanks so much… I got a message on Facebook that the IND Delta Sky Club will be opening 11/15/2010. What more could I ask for: (1) a Sky Club prior to departure in IND; (2) the only airline with Non-Stops IND-LAX; (3) the only airline with F class on its Non-stops IND-LAX = Delta
July 10th, 2010 at 10:11 pm
HELP. I’m flying ATl – HNL (9+ hours) on Jul 13, flgith 2523 Airbus 330-300. Website says there is NO in-flight entertainment, no video, no On Demand, nothing. Called and got the same message. I do not believe Delta will send me on a 9 hour flights without entertainment. Please advise, I need to prepare the family. Thanks!
July 16th, 2010 at 3:23 pm
Delayed baggage is quite common in day to day commercial air transportation, but what Delta’s ability to recover the baggage as its soonest is just not evident. The auto answering machine is not giving any useful information; the phone number provided in Toronto is not answered by anyone. The auto reply that responded to me and said they would try to respond to me within 14 days; which I have already return to Bangkok. I am just amazed how inefficient on the supposed to be the most modern and advanced part of the world. And also amazed by the “effort” towards servicing customers, especially when a customer needs it most desperately. A total disappointment.
July 17th, 2010 at 9:28 am
kikikittiecat, I believe the Airbus A330-300 has personal televisions in each seat, and that’s why they do not list inflight entertainment. I was on a Airbus A330-300 last year from MSP-HNL, and all the seats had personal televisions in them, of course, I was traveling in what was called World Business Class at the time, but Hawaii was a 8 hour run, even from MSP, took a walk in coach, and they had televisions. So you should be alright. I agree, 9 1/2 hours would be a long flight without any kind of entertainment. If you look under the planes section on the Delta Blog, they tell you how they are upgrading the Ex-NWA equipment.
July 18th, 2010 at 10:34 pm
I recently flew from Dubai to RDU (16 Hr. flight) in economy class and was hassled to pay for two scotch drinks that I had with Dinner (I am fully aware that beer & wine is free).
I am a Delta FF with Platinum medallion status and would recommend changing the policy of two free drink on domestic or international flight for Gold, Platinum & Diamond FF.
Offering free alcoholic could be another added benefit for FF Members.
Thanks
July 30th, 2010 at 6:52 pm
I have to say our European counterparts out do the legacy US carriers in coach. I fly IST to OTP on Turkish, short flight on a new and clean 737-800 and there was a full meal and beverage service.
Also this month flew from MAD to MXP on Lufthansa Italia and again, full beverage and meal service again in coach.
I have been on DL flights where there was food for purchase in coach and no meal service in first you just had the option to buy a sandwich (FLL to DTW).
I hope that since the airline just turned a profit this last quarter that it will start to roll things back into what being a legacy carrier was all about. If Delt was the only carrier to put the small touches back it would draw in more business (real meals in coach, playing cards, plastic wings for the kids instead of cheap stickers).
August 1st, 2010 at 1:45 am
a few weeks ago i few to manila from narita comming from los angles. i was wonndering if delta (you guys) can fly from san diego to narita with the a330. the runway here at san diego is 9,000 somthing feet and after research i think the a330 at regular takeoff with mtow is 8,500. if this place isnt the place to post wat i wrote im sorry beacuse im kind of new to bloggin.
Thanks
October 16th, 2010 at 12:07 am
I’ve had two pretty awful experiences with Delta customer service.
I just had an issue with the delta skymiles system when I tried to HOLD a flight. I received a message to call within 4 hours.
When I called the woman asked for my information, I assumed for identification purposes. Then put me on hold and booked the flight before confirming that she was doing so. When she came back from being on hold she said that it was booked. I asked her to cancel it as I only wanted to ensure that it was being held.
She then put me on hold for at least 15-20 minutes and said she needed to get a manager to be able to cancel. After at least 15 minutes, I went into the reservation to see if I could just cancel it. And I did. Which apparently was the wrong move. I was charged $150 for cancellation charge according to the confirmation screen.
When I asked the customer service rep to ensure I wasn’t charged she was rude, told me she’d e-mail a confirmation and asked for my confirmation number. When I said, “did you mean e-mail address? Because you said confirmation number.” She raised her voice and said “e-mail!” – not how you should treat a customer. And this isn’t the first time this has happened with this airline. When I said, “could you please stay on the line until I get the e-mail to ensure I wasn’t charged $150,” she hung up on me. Completely inappropriate.
Perhaps I could get a better response here as when I e-mailed customer service I received an automated response that said I would receive a real response within 14 days.