Customer Service 2.0: How Delta Airlines Uses Twitter

Travel can be stressful--long lines, security checkpoints, and running from gate to gate for connecting flights.

When something goes wrong, it can be hard to get the customer service you need when it can mean long lines to see an airline agent, or long waits over the phone if you're calling ahead of time.

But for those more active on social media site Twitter, there is a new way to reach out for help and get an answer back virtually instantaneously.

No airline has utilized Twitter quite like Delta with their @DeltaAssist handle (managed by about a dozen or so customer service agents), for everything from giving early warning of cancelled or changed flights, to answering customers questions directly about special accommodations, wait times, baggage, and anything in between.

As recent as last week, on the 20th of January, they issued early warning that travel in and out of the Northeast would be waived because of the impending snowstorm. This advanced warning allowed Delta's Twitter followers to have a heads up on rescheduling any necessary plans that would be impacted by that waiver.

This availability of instant, breaking information is great for those who travel with the airline frequently, but even the less seasoned traveler can benefit from Delta's Twitter presence.

Say you're having an issue checking in for a flight, or your baggage was damaged during transit. Just send a tweet to the Delta Assist team with your question and in just a few minutes you will be provided with an answer or a link to the proper channels to address your issues.

Other airlines (and even airports) have taken notice of Delta's innovative and professionally staffed Twitter handle, so now it is not uncommon to find one for almost any flight provider or travel hub. But since Delta has been doing it better for longer, they've really been able to hone their Twitter presence and service model.

While this doesn't necessarily mean travel is a guaranteed stress-free experience, the use of social media customer service by Delta and others is definitely easing some of the tension.