Delta Airline’s @DeltaAssist customer support now available from @Delta




Delta Airlines said it 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.


Delta Airlines and the Delta Connection carriers offer service to nearly 370 destinations on six continents.


“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.


According to him, “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. This is the philosophy behind every investment we make”, said Tim Mapes, Delta’s Senior Vice President and Chief Marketing Officer.



Delta continues to invest in travel resources and tools for customers, including the Fly Delta app. From booking, changing and monitoring flights to tracking bags and exploring the Glass Bottom Jet™ feature, the Fly Delta app further increases customers’ ability to stay connected at all points during their journey.



Delta also recently launched the latest enhancements to its automated rebooking system.


Led by Delta’s Reservation Sales and Information Technology teams, along with support from the airline’s eCommerce and Airport Customer Service teams, new functionality has been added to airport kiosks, the Fly Delta app and to help minimize disruptions to customers during irregular operations, such as weather events. Highlights include providing flexible routings, then allowing customers to choose what works best for them.



By giving customers more options to select their own rebooking preferences, the system also helps to reduce lines at airports and enhance the overall travel experience.



Delta Airlines serves nearly 180 million customers each year.



In 2016, Delta was named to Fortune’s top 50 Most Admired Companies in addition to being named the most admired airline for the fifth time in six years.


Additionally, Delta has ranked No.1 in the Business Travel News Annual Airline survey for an unprecedented five consecutive years. With an industry-leading global network, Delta and the Delta Connection carriers offer service to 324 destinations in 58 countries on six continents.



Headquartered in Atlanta, Delta employs nearly 80,000 employees worldwide and operates a mainline fleet of more than 800 aircraft.



The airline is a founding member of the SkyTeam global alliance and participates in the industry’s leading trans-Atlantic joint venture with Air France-KLM and Alitalia as well as a joint venture with Virgin Atlantic.



Including its worldwide alliance partners, Delta offers customers more than 15,000 daily flights, with key hubs and market.


By: Sade Williams

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