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Delta suspends reservations assistance via Facebook and Twitter

June 16, 2020
4 min read
Delta suspends reservations assistance via Facebook and Twitter
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Having trouble getting in touch with an airline agent over the phone? In many cases, there's a fantastic alternative; a number of major U.S. carriers have been great about providing customer service via social media, including handling reservations changes, processing refunds and more via Facebook and Twitter.

That's no longer the case with Delta Air Lines, though, despite it coming at a time during which it would be more helpful than ever. Recently, the carrier has struggled to provide customer service via its call center, as I reported earlier this month. Even today, I'm still unable to reach an agent over the phone at 1-800-323-2323 — instead, callers are greeted with the following message:

Due to extremely high call volume, we are unable to answer your call. If you need to travel within the next week, please try your call again later, or message us from Delta.com/needhelp or by clicking the “Message Us” button in the “More” section of the Fly Delta app.

My first instinct would be to reach out to Delta via a direct message on Twitter. I never received a response to my message on June 4, though, and when I followed up this week, I received a note to use the carrier's dedicated messaging service, as others, including Thrifty Traveler, have experienced as well.

Screenshot courtesy of Twitter.

It appears that Delta has discontinued customer service on Twitter, and Facebook as well; I received the same response to my message there.

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Following the automated response's suggestion, my next step was Delta's "secure messaging service," via Apple's Messages app. In theory, I love the concept. You can start the chat in Delta's app and pick it up from any Apple device via Messages, making it easier to multitask with chats from a computer. But I have yet to receive a response to my message from today, and, when I tried the tool a few days ago, it took more than six hours for an agent to respond.

Among the three largest U.S. airlines, the delays appear to be isolated to Delta. American and United offer dedicated chat tools as well, and agents responded in less than five minutes during my tests there. I was able to reach both airlines via Twitter today, as well.

Screenshot courtesy of Twitter.

Fortunately, Delta confirmed that the move away from Facebook and Twitter is only temporary, and related to the pandemic:

We know that many customers prefer to interact with Delta about needs for their upcoming travel through messaging. That’s why we continue to offer that via the ‘Message Us’ feature in the Fly Delta App. Delta teams continue to actively service customer needs in this way even as private/direct messaging via Delta’s Facebook and Twitter pages is temporarily paused. We appreciate our customers’ understanding as we serve them during the ongoing COVID-19 pandemic.

The difficulty in reaching Delta comes as it has struggled with staffing at its customer service centers.

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In a statement earlier this month, Delta told TPG:

Many of our specialists are returning from voluntary leaves of absence next week and Delta is expanding the training and capability of all specialists to be able to better serve the needs of any customer. We are also working to adjust and enhance technology to further support our specialists and continue to enhance our self-service options available on delta.com and the Fly Delta App. We appreciate our customers’ patience and apologize for any inconvenience some may be experiencing.

For more, check out our recent coverage of Delta's current customer service challenges right here.

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  • Earn 4X Membership Rewards® Points at Restaurants, plus takeout and delivery in the U.S., and earn 4X Membership Rewards® points at U.S. supermarkets (on up to $25,000 per calendar year in purchases, then 1X).
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Apply for American Express® Gold Card
at American Express's secure site
Terms & restrictions apply. See rates & fees
Best for the well-traveled foodie
TPG Editor‘s Rating
Card Rating is based on the opinion of TPG‘s editors and is not influenced by the card issuer.
4 / 5
Go to review

Rewards Rate

4XEarn 4X Membership Rewards® Points at Restaurants, plus takeout and delivery in the U.S.
4XEarn 4X Membership Rewards® points at U.S. supermarkets (on up to $25,000 per calendar year in purchases, then 1X).
3XEarn 3X Membership Rewards® points on flights booked directly with airlines or on amextravel.com.
  • Intro Offer
    Earn 60,000 Membership Rewards® points after you spend $4,000 on eligible purchases with your new Card within the first 6 months of Card Membership.

    60,000 bonus points
  • Annual Fee

    $250
  • Recommended Credit
    Credit ranges are a variation of FICO© Score 8, one of many types of credit scores lenders may use when considering your credit card application.

    670-850
    Excellent/Good

Why We Chose It

There's a lot to love about the Amex Gold card. It's been a fan favorite during the pandemic because of its fantastic rewards rate on restaurants (that includes takeout and delivery in the U.S.!) and U.S. supermarkets. If you're hitting the skies soon, you'll also earn bonus points on travel. Paired with up to $120 in Uber Cash (for U.S. Uber rides or Uber Eats orders) and up to $120 in annual dining statement credits at eligible partners, there's no reason that the foodie shouldn't add this card to their wallet. Enrollment required.

Pros

  • 4x on dining at restaurants and U.S. supermarkets (on the first $25,000 in purchases per calendar year; then 1x)
  • 3x on flights booked directly with the airline or with Amex Travel
  • Welcome bonus of 60,000 points after spending $4,000 in the first six months

Cons

  • Weak on travel outside of flights and everyday spending bonus categories
  • Not as useful for those living outside the U.S.
  • Some may have trouble using Uber/food credits
  • Few travel perks and protections
  • Earn 60,000 Membership Rewards® points after you spend $4,000 on eligible purchases with your new Card within the first 6 months of Card Membership.
  • Earn 4X Membership Rewards® Points at Restaurants, plus takeout and delivery in the U.S., and earn 4X Membership Rewards® points at U.S. supermarkets (on up to $25,000 per calendar year in purchases, then 1X).
  • Earn 3X Membership Rewards® points on flights booked directly with airlines or on amextravel.com.
  • $120 Uber Cash on Gold: Add your Gold Card to your Uber account and each month automatically get $10 in Uber Cash for Uber Eats orders or Uber rides in the U.S., totaling up to $120 per year.
  • $120 Dining Credit: Satisfy your cravings and earn up to $10 in statement credits monthly when you pay with the American Express® Gold Card at Grubhub, The Cheesecake Factory, Goldbelly, Wine.com, Milk Bar and select Shake Shack locations. Enrollment required.
  • Choose the color that suits your style. Gold or Rose Gold.
  • No Foreign Transaction Fees.
  • Annual Fee is $250.
  • Terms Apply.
  • See Rates & Fees