This Summer You May be Able to Text Delta

Jun 26, 2019

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No more hold music — or, less of it anyway — if you’re trying to reach Delta.

The airline is testing a live customer-service messaging feature with some iOS users starting this summer. As the airline gets more feedback (and assuming the test phase goes well), everyone with an iPhone should be able to text Delta’s customer service team by this fall.

“This is about connecting with our customers where they are – and many have told us that they’d rather message with us than engage on other channels like the phone, email or social media,” said Tori Forbes-Roberts, Delta’s vice president of reservation sales and customer care. “Messaging is fast, it’s easy and it empowers our customers to connect with us on their terms.”

In a press release, Delta said customers have responded well to a similar messaging option already available on its website. The airline expects to speed customer service response times across all platforms and channels as more customers are able to take advantage of instant messaging. Delta’s system will use a virtual assistant to provide answers to basic questions, but will route customers to a live representative for more involved discussions.

Users will be able to start their first iMessage conversation with Delta via a link in a summer travel tips email or a “need help” button in their Fly Delta app. Once the conversation is initiated, future inquiries can go through iMessage directly.

Prepare for that Muzak to be replaced by your favorite podcast and three gray dots.

Featured photo by Patrick T. Fallon/The Points Guy.

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