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Nearly six years ago, Delta Air Lines became the first US carrier to offer customer support through Twitter with its handle @DeltaAssist. Now, it looks as though Delta is phasing out the once-revolutionary account in favor of handling customer service through its primary Twitter handle, @Delta.
— Delta Assist (@DeltaAssist) April 4, 2016
Although there have been many positive reports of the @DeltaAssist account, it didn’t appear on Stratos Jet Charters’ list of the best airlines for customer service on Twitter. Delta’s customer service team has grown from just six employees to more than 40 social media specialists who specialize in reservations, flight information and airport details, among additional services. Delta also announced the launch of its strictly New York Twitter account, @DeltaNY.
It’ll be interesting to see the integration process of the two accounts and if customers are able to quickly access information and feedback from Delta customer service reps with this new system. It’s unclear when the move will officially take place. As of this writing, the @DeltaAssist account is still responding to customer tweets, however, the @Delta handle appears to be answering tweets as well.
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