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Archive for September, 2011


Delta Assist’s Newest Expansion: Español

Published September 29th, 2011 in Customer Care, Delta Assist, Social Media | 1 Comment →

Many of you are familiar with (and have used) Delta Assist, our program designed to help customers with real-time travel issues via our social media channels like Facebook and Twitter. And because of the success of Delta Assist in both Facebook and Twitter (and in the interest of supporting our customers around the world, of course), today we’re excited to introduce the next phase in social media customer service at Delta—@DeltaAssist_ES.

This Spanish language assistance channel will operate very similarly to our current @DeltaAssist channel when it was in its infancy. We’re launching this program as a pilot, operating a Monday through Friday schedule to help us gauge volume and demand, and test the waters a bit.

So what can you expect? As with @DeltaAssist, our @DeltaAssist_ES agents can:

  • Answer questions about Delta policy and procedures
  • Assist with lost baggage
  • Rebook a canceled flight
  • Help customers affected by general service failures

So check us out and tell your Spanish speaking friends about this new service. We’re eager to hear your feedback.

Jerry Fletcher

Manager – Delta Assist

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Delta se expande en el mundo de las redes sociales con su nuevo lanzamiento de Delta Assist en Español.

Estamos seguros que muchos de ustedes ya conocen y han utilizado el  Delta Assist, nuestro programa diseñado  para dar asistencia inmediata a nuestros clientes en relación a asuntos de viaje y a través de las diferentes redes sociales como Twitter y Facebook. Es por este gran éxito obtenido, tanto en Twitter como en Facebook,  que hoy en Delta, nos enorgullece presentar la siguiente fase de nuestro servicio al cliente en redes sociales: @DeltaAssist_ES.

Este canal de ayuda en español funcionará de forma muy similar a nuestro  canal actual @DeltaAssist. En una primera etapa, esta iniciativa se lanzará como programa piloto, el cual  dará servicio al cliente de lunes a viernes. De esta manera iremos recorriendo el camino juntos en la medida en que vayamos creciendo.

¿En qué nos ayudará este servicio? Con @DeltaAssist y @DeltaAssist_ES, nuestros agentes  podrán:

  • Responder a las preguntas sobre políticas de Delta y procedimientos.
  • Ayudar  en caso de pérdida de equipaje.
  • Cambio de reserva de un vuelo cancelado.
  • Ayudar a los clientes afectados por fallas de servicios generales.

Le invitamos a que nos visite y a que pase la voz a sus amigos que hablan español. Dígales que también se animen y empiecen a utilizar estos nuevos servicios. Estamos deseosos de escuchar sus comentarios.

Jerry Fletcher

Gerente – Delta Assist

Wi-Fi Update – The Internet Flies Delta Connection!

Published September 7th, 2011 in Wi-Fi | 15 Comments →

We know you’ve been eager for the latest Wi-Fi news so you’ll be happy to know that as summer winds down, Delta’s Wi-Fi installations are ramping up. We’ve been working on this project for months and today I’m excited to announce that our first RJ with Wi-Fi has completed flight tests, received supplemental type certification and enters service today!

Here’s a cool factoid…with today’s introduction of Wi-Fi service aboard a CRJ700 (operated by our friends at ASA), Delta now features the world’s smallest (65-seat CRJ700) and largest (261-seat B767-300) aircraft equipped with Wi-Fi (and everything in between!).

It’s been a dizzying installation pace. We introduced Wi-Fi on a handful of MD88s in December 2008…fast forward to September 2011 and 560+ aircraft are now connected. Looking ahead, we’ll offer Wi-Fi on more than 250 RJs over the next four months. Millions of customers have used inflight Wi-Fi to connect with work, friends and family since its introduction. Going forward, more than 80,000 additional customers every day will have access to the Internet from the sky.

Wi-Fi on RJs also means your Delta Traveler Pass is now a better value than ever, offering nearly 1,000 additional chances to connect in flight every day, once the two-class RJ fleet is complete.

We hope you like the product upgrades we’re rolling out and we’ll continue to provide regular installation updates. As always, your feedback is welcomed and encouraged.

Chris B.

Sr. Product Manager – Customer Experience

Introducing Ideas In Flight: TED, Delta & You

Published September 1st, 2011 in Community | 5 Comments →

Dear Delta Blog Readers,

At Delta, we’re not only dedicated to building a better airline, but to improving the travel experience for everyone. It’s part of a commitment we call Keep Climbing. This spirit of improvement is fueled by our belief that great ideas to solve the challenges of travel will come from people on both sides of the counter. You’ve seen this commitment through our engagement in Twitter on @Delta, @DeltaAssist and @DeltaNewsroom, on this blog, on Facebook and in our recent product improvements.

In this spirit, I’m pleased to announce that we’ve embarked on a journey to inspire thought, facilitate collaboration and identify great ideas to continue to enhance the travel experience, and we call it “Ideas In Flight.” The program will feature thought-starter themes with engaging videos from our newest partner, TED. TED is a nonprofit organization of inspiring thinkers and innovators devoted to discovering “Ideas Worth Spreading.” They capture brilliant thinkers and their ideas in TEDTalks, short videos that we’ll use to inspire our community.

TEDTalk topics could include technology, entertainment, design, and much more. It’s our hope that these TEDTalk videos will spur your imagination, bringing new and innovative ideas that will help us improve the travel experience. We will be actively listening to and engaging in conversation around your contributions to the Ideas In Flight tab.

Bring your ideas, bring your passion, and join the conversation. With your help, we’ll build a better airline, together.

Sincerely,

Kristen Manion Taylor

Managing Director, Worldwide Marketing Communications