Don't Wait on Hold: Message Delta Directly for Support

Don’t Wait on Hold: Message Delta Directly for Support

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. For more information check out our Advertising Disclosure.

Getting help from your airline is rarely easy. And now more than ever, travelers are flooding airlines’ call centers to cancel or reschedule upcoming flights.

Instead of sitting on hold with your ear on your phone for ages, there’s a better way: Message your airline on Twitter instead. In our experience, there’s no easier or faster way to get a problem solved.

But if you’re trying to sort out travel plans with Delta, there’s just one problem. Delta recently halted customer service requests via Twitter or Facebook. Instead, the airline is directing travelers to use its “Message Us” chat function on its website or in the Delta smartphone app.

The good news? While not quite perfect, this feature works like a charm, allowing you to chat back-and-forth with a Delta agent rather than sit on hold for ages. Here’s how it works.


How to Access the Delta Messaging Feature

There are two ways to message with Delta: in a chat window on its website or via text message through Delta’s mobile app. And one method reigns supreme.

You’ll want to text message with Delta rather than use the website for one simple reason: On the site, you’ll have to wait by your computer for an agent to eventually respond. But if you use the app to text message Delta, you’ll simply get a text on your phone when an agent is ready. Much better!

To use the Delta text messaging feature, you’ll need to have the Delta mobile app. Once you’ve got the app, select the “More” option on the bottom menu bar.

message delta app 

Here, you’ll see a list of menu items. Scroll all the way to the bottom, and you’ll see the last option is: “Message Us”. Click this when you’re ready to start your customer service conversation.

message delta

How to Use the Delta Text Messaging Feature

Once you’ve selected the “Message Us” option, your phone will bring you from the Delta app to a new text message within your Messages app. Yes, this is just like texting Delta as if it were a person in your contacts list!

The message screen will be blank, so to begin, simply write your question or what you’d like help with. The process is automated to start, running you through some multiple-choice questions to see if it can handle your inquiry without passing you off to an agent.

message delta 

Depending on your issue, you might receive a link to more information, multiple-choice options to resolve your issue further, or an option to work with a representative.

delta app 

And it’s as simple as that! Text back and forth with the automated help and representatives to resolve your issue without putting the phone to your ear or hearing the dreaded hold tunes.


Bottom Line

We were crushed when Delta pulled customer support via Twitter or Facebook direct messaging. Delta has promised that feature will eventually return, but it’s unclear when that may happen.

Still, we have to admit that this text messaging feature accessible through the Delta is quite slick. Stop sitting on hold for hours on end. Next time you need help with a voucher, flight change or delay, or getting a refund, use this feature to message directly with Delta.


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.

3 Responses

  • Mikhala,
    I had to cancel a trip in July and wanted a refund, not an eCredit from Delta. Since Delta stopped monitoring (for lack of staff) FaceBook and Twitter, I resorted to trying on their phone number listed in my reservation or through the Delta web site for my reservation. The phone call took me to a voice message that simply stated something like, due to the Covid-19 issues, Delta is experiencing an increased numbers of calls. Please try back again at another time.” After 12-15 tries and getting the same recording, I opted to try the web site. I could cancel my flight and accept an eCredit, but nothing regarding a refund. I didn’t want an eCredit, but rather a refund. Somewhere I heard about this messaging app part of their FlyDelta app on my phone. I initiated the chat and it first answered with a robo-chat via this text messaging. After the robo’s questions determined it couldn’t help me, it gave me an option to contact a representative. I thought it would take a few days to ever get an answer, but about 20-minutes later, my text lit up and on the other end was a real person. They took my info, looked up my reservation, and within about a 10-15 minutes chat session, I had my flight canceled and the refund was confirmed. Even though she told me it might take as long as 30-days to see the refund back on my credit card and 2-3 billing statements to see if on my card’s statement. Actually only after 3 days, I found that I had the credit placed back on my card’s account and all was complete. I think with all the voluntary leave-of-absense that employees took to help out with Delta’s cash flow, the only “social media” they had staff to monitor was this chat within the Fly Delta app. It worked great and I’ll use it again in the future. Great article and I hope it will help others that go through the frustration of trying to find how to request a refund vs. the eCredit that the airlines would rather push. We all know that once they have your money, but don’t want to give any of it back to you! Especially when cash-flow is in an emergency situation like this for a company!!

    • David,
      Thanks for sharing your experience, and glad you were able to be helped quickly through the chat in the app! So much easier to send confirmation numbers, details, wait, and communicate over the chat, I’ve found. Glad you were able to get a refund you were due!

Leave a Reply

Your email address will not be published. Required fields are marked *