The best way to get in touch with your airline doesn't involve sitting on hold for hours. Instead, we always urge readers to send their airline a direct message via Twitter (or Facebook). It's the fastest, easiest way to get in touch with your carrier and solve your problems.
Sadly, that's not currently available with Delta. As of this past week, the airline is no longer responding to inquiries to its Twitter and Facebook accounts. Instead, Delta is directing travelers to its internal chat function on the Delta website or on its smartphone app.
Delta confirmed in a statement that it has temporarily stopped handling customer service requests via Twitter and Facebook.
“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,” the airline said. “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.”
Delta did not say when direct messaging via Twitter or Facebook may return.
It's a very recent change: As of just Friday afternoon, Delta was still handling requests via Twitter message. It comes as Delta grapples with a shortage of reservations agents due to voluntary leaves, which has led to increased wait times in recent weeks.
While it might be better than sitting on hold for hours, Delta's chat function just isn't the same. It's like a virtual phone call – you have to wait (often for hours) for an agent to join your chat. And if you're away from your computer or don't hear the notification that an agent is ready to help, you might miss your chance.
Thrifty Tip: Use the “Message Us” function on your Fly Delta smartphone app to make sure you get notifications when an agent is ready to help you.
The beauty of using Twitter was that there was no need to wait around. It was often lightning-fast: Our team has used Twitter to message Delta hundreds of times over the years, often getting a response and resolution within minutes. And while it has slowed down as Delta and all airlines are flooded with requests, it's still easy to fire off a message, then wait for Delta to get back to you with help.
Just last week, I canceled one flight for a refund via Twitter direct message and got a voucher for canceling another flight. While the response times were longer than normal, it was still a simple process.
Now, that's no longer an option.
Messaging Delta via Twitter has been our go-to way to change flights, process refunds, manage Delta upgrade requests, and much more.
Here's hoping this is just a temporary change.
What’s the Delta source for this article? I just saw on Twitter that they are still responding to assistance requests.
Delta appears to be responding to some requests via mentions on Twitter but not direct messages. Our source is our team’s efforts to contact Delta since yesterday plus datapoints from other readers. We’re awaiting word from Delta on whether this is a temporary problem or permanent change.
Hugely disappointing if this is in fact implemented. Looking forward to your update, Kyle. Thanks for being on top of it!
At this point I am considering going to an actual airport for a response regarding a flight cancellation on March 26th. When I have actually gotten help through their chat they just give me a number for a refund line and when I call the refund line they say they cannot take the calls and hang up.
I was not able to cancel my flight on Delta’s website or make a change to my flights. The website said there was an error when ever I tried to make any changes and that I needed to call Delta. The general customer service numbers published on Delta’s website are not being answered. Delta is also not responded to my messages on Facebook messenger. After a week of not being able to contact Delta, I ended up visiting the Delta service counter at my local airport to be given a phone number (1-855-548-2505×1) to call to get help canceling my flight and to get a refund the flights that had been canceled and then rescheduled by Delta. My refund request will take 30 days to get processed.
I called Delta last week to find out where my refund was after waiting 3 months. I called on the Elite line. My wait time was 9 1/2 hours. Not a joke. Got a call back in 9 1/2 hours but seriously. Customer service for an Elite??????
I suspect they’ve deployed AI-based chat agents. That technology remains too immature for high-priced products such as air travel.