Delta Airlines Introduces Text Messaging for Enhanced Customer Support
Next time you have a question or concern on your Delta flight, all you’ll need to do is send a text.
According to USA Today, Delta Airlines is testing a new service that allows passengers to use their iPhone or other iOS devices to send a text through the Delta mobile app if they encounter any issues during their trip.
If all goes well, the service is expected to become a permanent feature on the Delta mobile app (for all devices) in the fall, as reported by Atlanta Journal-Constitution.
While email and phone calls remain the go-to options for most customers, many have started using social media as a means of asking the airline questions or addressing grievances, according to USA Today.
Tori Forbes-Roberts, Delta’s Vice President of reservation sales and customer care, noted that 85 percent of customers still call the airline when they need help, followed by email and then social media. The introduction of messaging with a virtual assistant (with an option to chat with a representative) may consequently reduce wait times.
Although USA Today reported that its own testing of the feature resulted in a wait time exceeding six minutes, Forbes-Roberts mentioned that the airline aims for average wait times to be around two minutes once the feature is fully launched.
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As reported by the Atlanta Journal-Constitution, chatting with a virtual assistant is already available on the Delta website, but this would be the first time it is accessible via mobile devices.
“We want Delta customers to feel in full control of their experience with Delta, but know that we’re just a click or tap away when they need us,” stated Rhonda Crawford, Vice President of distribution and digital channels, according to the Atlanta Journal-Constitution.
Text messaging has become increasingly popular as a customer service tool, particularly for airlines, over the past few years. Airlines such as JetBlue and Alaska Airlines have already implemented features that facilitate texting with virtual assistants for travelers seeking assistance on the go.
However, it is important to note that Delta’s new texting feature will not operate as a 24-hour system (as social media interaction can). According to USA Today, the virtual assistant and representatives will only be available to respond to texts from 7 a.m. to 9:30 p.m. EST, daily.
