Delta Air Lines has taken a new initiative to expand its social media customer service. The airline has introduced its Spanish language assistance channel,@DeltaAssist_ES. Delta Assist is Delta’s programme designed to help customers with real-time travel issues via its social media channels like Facebook and Twitter.
The airline shared that its new channel will operate very similarly to its @DeltaAssist channel when it was in its infancy.
“We’re launching this programme as a pilot, operating a Monday through Friday schedule to help us gauge volume and demand, and test the waters a bit,” wrote Jerry Fletcher, manager – Delta Assist, on a company’s blog.
As with @DeltaAssist , the airline says its @DeltaAssist_ES agents can:
- Answer questions about Delta policy and procedures
- Assist with lost baggage
- Rebook a canceled flight
- Help customers affected by general service failures
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In March this year, the airline became the first airline in the world to offer a dedicated customer support product on Facebook.
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2 comments:
March15,2012
To Whom It May Concern,
My husband and I have just returned from a very disgusting plane experience with your company.
On 3/4/12 we arrived in Grand Rapids, Michigan at 5 am for a 6:45 am flight to Detroit to connect onto Miami. At boarding, we were told that the plane had hydraulic problems and would be delayed about an hour. Our luggage was on that plane and we were told no one, not even my husband could go out and get it off. (This would have cured all the following headaches. ) The ticket agent Laura H. acted like all of this was our problem and was very unhappy to say the least.The ticket agent James Z. was very understanding and issued us two food coupons for $6 each.
We were going to have to go to Cincinnati to make our cruise sailing time (4 pm) out of Miami
We got on the plane and a very nice agent(Todd S) in Cincinnati gave us two exit seats together w/o asking for them. We got on the plane to Miami hoping to make our $40 shuttle service to the ship before 4pm sailing time. We got into Miami and missed our shuttle to the ship. We contacted a lady that filled out papers about our lost luggage.
We had to stand in line and get a taxi for $35 to hopefully get to the ship on time. All of this caused headaches and upset stomachs.
The taxi got us to the ship just in time.
Our luggage arrived in Jamaica 3 days into the cruise.We had no hygiene products or change of clothes until we got our luggage. This did not make our time enjoyable.
On the way home 3/11/12 we got to the airport with no assigned seats. Our travel agent had tried from Oc.t 2011to get seats as she had for the other planes and could not. We had been asking all the way to Miami and only got “we are working on it.”
In Miami we heard from 11am to 5:30 pm (boarding time) that they were “still working on it “. We heard many announcements that the plane was overbooked and they wanted volunteers to take standby. All three agents were very surly to everyone about seat assignments. Upon boarding we were placed separately, I was in an exit seat with another single man that got his ticket upon boarding also and my husband two rows way. The man’s wife was many rows away.
Our concern is the lack of professionalism on the part of your agents and not the proper planning on the company’s part for the amount of seating space needed in Miami.Your company’s job is to prepare for the amount of seats needed for the amount of tickets sold.
For the amount of money your company charges, we did not receive quality service.
We will continue to relate this story to friends and family.
Sincerely,
Dawn Scott and William Nuismer
1354Hendrick Road
Muskegon, MI 49441
March15,2012
To Whom It May Concern,
My husband and I have just returned from a very disgusting plane experience with your company.
On 3/4/12 we arrived in Grand Rapids, Michigan at 5 am for a 6:45 am flight to Detroit to connect onto Miami. At boarding, we were told that the plane had hydraulic problems and would be delayed about an hour. Our luggage was on that plane and we were told no one, not even my husband could go out and get it off. (This would have cured all the following headaches. ) The ticket agent Laura H. acted like all of this was our problem and was very unhappy to say the least.The ticket agent James Z. was very understanding and issued us two food coupons for $6 each.
We were going to have to go to Cincinnati to make our cruise sailing time (4 pm) out of Miami
We got on the plane and a very nice agent(Todd S) in Cincinnati gave us two exit seats together w/o asking for them. We got on the plane to Miami hoping to make our $40 shuttle service to the ship before 4pm sailing time. We got into Miami and missed our shuttle to the ship. We contacted a lady that filled out papers about our lost luggage.
We had to stand in line and get a taxi for $35 to hopefully get to the ship on time. All of this caused headaches and upset stomachs.
The taxi got us to the ship just in time.
Our luggage arrived in Jamaica 3 days into the cruise.We had no hygiene products or change of clothes until we got our luggage. This did not make our time enjoyable.
On the way home 3/11/12 we got to the airport with no assigned seats. Our travel agent had tried from Oc.t 2011to get seats as she had for the other planes and could not. We had been asking all the way to Miami and only got “we are working on it.”
In Miami we heard from 11am to 5:30 pm (boarding time) that they were “still working on it “. We heard many announcements that the plane was overbooked and they wanted volunteers to take standby. All three agents were very surly to everyone about seat assignments. Upon boarding we were placed separately, I was in an exit seat with another single man that got his ticket upon boarding also and my husband two rows way. The man’s wife was many rows away.
Our concern is the lack of professionalism on the part of your agents and not the proper planning on the company’s part for the amount of seating space needed in Miami.Your company’s job is to prepare for the amount of seats needed for the amount of tickets sold.
For the amount of money your company charges, we did not receive quality service.
We will continue to relate this story to friends and family.
Sincerely,
Dawn Scott and William Nuismer
1354Hendrick Road
Muskegon, MI 49441
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