Delta Message Us Is A Hot Mess – Bring Back Social Media Delta!
I wanted to do a mini vent on Delta Message Us. It is a program Delta rolled out a few months back and it has been a mess so far in my opinion. And I have heard from others that it is a pain as well. Delta Message Us was instituted as a way to contact Delta with any issues or changes you had. More access for customers seems like a good thing, but it came at the expense of their social media teams. Messaging Delta on Twitter and Facebook would no longer be available which was a huge mistake. Delta’s social media team has always been very helpful and prompt. I gave them the benefit of the doubt when I had to use it a few weeks back and I was left unimpressed. Not only that but the Twitter team are the ones that came to the rescue.
A few weeks back Delta decided to roll out their Delta Message Us program. You can access this in their app or online when logged in. They decided to offer this instead of allowing people to contact their reps via social media. If you reach out via Twitter or Facebook messaging this is the message you get:
At first I was hesitant but figured they would just move the social media people into this area and it would work about the same. Boy was I wrong! I tried contacting Delta online first and then waited…and waited….and waited. I checked back the next day and still no response.
At this point I figured that maybe going through the app would help. After getting past the chat bot I posted my message and waited a bit but got no response. This is when I did what Twitter was made for, an angry customer service rant 😂🤣.
@Delta getting rid of Twitter messaging was dumber than anything @AmericanAir has done in years…and that says a lot. Your in app message feature is as bad as 10 day old garbage juice. Completely unusable and unresponsive.
— Mark Ostermann (@Macosty1038) June 29, 2020
What happened was a bit surprising though. Within 5 minutes (a literal 5 minutes) I received a Twitter message from a Delta rep offering to help. They were able to assist me within minutes and just reaffirmed how much better the social media teams handled these things.
A member of our Diamond Lounge group also shared their frustration. He had waited over 8 hours for a response. In the grand scheme of things that doesn’t seem terrible but when you compare it to their social media teams in the past it is night and day. I have often asked to make adjustments in real time while flying on the plane. They answered within minutes, not hours.
Delta Message Us – Final Thoughts
I am not sure why Delta decided to introduce Delta Message Us. In all fairness, I am sure it will improve over time, or at least I hope it will. But I am left wondering why try to fix something that wasn’t broken? Their social media teams were one of the best out there and it seems like those people didn’t make the transfer over to the messaging app. Or at least not enough of them did.
What has been your experience with Delta messaging? Have you noticed a drop in customer service as well?
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When I was waiting for my international flight to be cancelled, I messaged Delta. A rep responded “I can see here that it has been cancelled. Would you like me to process your refund right now?”
Excellent and amazing service. Of course I said Yes!
I’ve had to use it once so far to reschedule a flight for my wife and I and it was really quick and they were very responsive and helpful. I have to say that it was better than when I’ve messaged them on Twitter. I hope it continues to get better and they keep it around.
I was a big fan of Twitter messaging but I have honestly loved Message Us so far. The first time that I used it, we were running late for a flight and couldn’t get our boarding passes to load in the app so we were super stressed. Within 5 minutes, we had about 15 messages back and forth with the Delta rep and she took care of our issue right away. The in-app messaging worked seamlessly. Overall, great experience and we got to the gate with our problem solved.
Glad to hear it Derek. I wish my experience would have been similar 🙂