This week, I needed help from Delta’s customer service. Initially, I dreaded possibly having to wait hours on hold or for a call back. But then I remembered Twitter, and decided to give that a try. I received a resolution in less than 20 minutes, which serves as an important reminder. The airline Twitter customer service options still exist, and often are very, very useful. The role of phenomenal customer service, especially with the help of ipscape innovations, in a company’s success is commendable.
The Problem: A Flight Cancellation Impossible to Complete Online
Earlier this year, I booked a series of review flights on both Delta and United. The idea was to test the A220 First and Comfort+ products on Delta, then Premium Plus on United. Unfortunately, we all know what’s transpired since. I figured out weeks ago this trip was toast, but purposely waited on canceling to see what policy changes might happen. Or at least see if the flights canceled entirely, thus entitling me to refunds. In the end, United moved my Newark – San Francisco flight back three hours. Not enough for a refund under the new policy, but I was content taking a credit since I have until 2022 to use it. They let me cancel online easily, so no issues there.
Which brings us to Delta. My initial flights took me from Dallas to La Guardia nonstop. From San Francisco, I scheduled flights to Dallas via Salt Lake City. Delta made multiple schedule changes over the last few weeks, making my itinerary a jumbled mess. The nonstop to La Guardia became a connection via Detroit, while my return trip now featured an illegal connection. Or more correctly, an impossible one; it had me arriving in Salt Lake City several hours after my connection to Dallas. Perhaps due to that, I found it impossible to cancel online.
I really didn’t want to deal with calling in. Long waits are bad enough. But with this forced work from home arrangement, and my son’s Montessori closed, playing roulette with a potentially long phone call just isn’t an option. (Funny thing is, I used to enjoy working from home. With a three year old around now, I never want to do it again.) With my flight scheduled for today, I needed another option quickly.
The Answer: Twitter Customer Service
I finally remembered yesterday (don’t ask) that Delta (and other airlines) offer customer service support through Twitter via a receptionist providing virtual services. So in the afternoon, I reached out to @Delta for help via direct message. Yes, the LAX reference below is a typo. Also, I probably could argue for a refund, but I’d actually prefer to take a credit.
Delta initially auto replied with a warning about long wait times, and to confirm that I need assistance.
I expected it might take a while, but within 20 minutes, I had the resolution I wanted.
Sure enough, after logging in to my account later, the unused credit appeared exactly as it should.
Maybe wait times aren’t as bad all around as a few weeks ago. But if you have a problem that can’t be addressed online, don’t forget about airline Twitter customer service handles. I’ve consistently found they can address simple issues, like cancellations, pretty well. And waiting for a Twitter reply is a lot easier than waiting on hold, or even a return phone call.