Delta suspends reservations assistance via Facebook and Twitter

Jun 16, 2020

This post contains references to products from one or more of our advertisers. We may receive compensation when you click on links to those products. Terms apply to the offers listed on this page. For an explanation of our Advertising Policy, visit this page.

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 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.

For more from The Points Guy, sign up for our daily newsletter.

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.

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 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.

Featured photo by Zach Honig/The Points Guy.

Chase Sapphire Preferred® Card

WELCOME OFFER: 80,000 Points


CARD HIGHLIGHTS: 2X points on all travel and dining, points transferrable to over a dozen travel partners

*Bonus value is an estimated value calculated by TPG and not the card issuer. View our latest valuations here.

Apply Now
More Things to Know
  • Earn 80,000 bonus points after you spend $4,000 on purchases in the first 3 months from account opening. That's $1,000 when you redeem through Chase Ultimate Rewards®. Plus earn up to $50 in statement credits towards grocery store purchases within your first year of account opening.
  • Earn 2X points on dining including eligible delivery services, takeout and dining out and travel. Plus, earn 1 point per dollar spent on all other purchases.
  • Get 25% more value when you redeem for airfare, hotels, car rentals and cruises through Chase Ultimate Rewards®. For example, 80,000 points are worth $1,000 toward travel.
  • With Pay Yourself Back℠, your points are worth 25% more during the current offer when you redeem them for statement credits against existing purchases in select, rotating categories.
  • Get unlimited deliveries with a $0 delivery fee and reduced service fees on eligible orders over $12 for a minimum of one year with DashPass, DoorDash's subscription service. Activate by 12/31/21.
  • Count on Trip Cancellation/Interruption Insurance, Auto Rental Collision Damage Waiver, Lost Luggage Insurance and more.
  • Get up to $60 back on an eligible Peloton Digital or All-Access Membership through 12/31/2021, and get full access to their workout library through the Peloton app, including cardio, running, strength, yoga, and more. Take classes using a phone, tablet, or TV. No fitness equipment is required.
Regular APR
15.99%-22.99% Variable
Annual Fee
Balance Transfer Fee
Either $5 or 5% of the amount of each transfer, whichever is greater.
Recommended Credit

Editorial Disclaimer: Opinions expressed here are the author’s alone, not those of any bank, credit card issuer, airlines or hotel chain, and have not been reviewed, approved or otherwise endorsed by any of these entities.

Disclaimer: The responses below are not provided or commissioned by the bank advertiser. Responses have not been reviewed, approved or otherwise endorsed by the bank advertiser. It is not the bank advertiser’s responsibility to ensure all posts and/or questions are answered.