Nearly six years after launching a Twitter account just to handle customer service questions, Delta Air Lines says it will shut down its @DeltaAssist account and shift customer questions to its main @Delta account.
Atlanta-based Delta says it will keep the @DeltaAssist account running for several more months, but on Monday the account had this notice for customers: “We’re moving! Please tweet us at @Delta for assistance.”
Delta started @DeltaAssist in 2010 to offer “real-time customer service support before, during and after travel” with six employees. Now, the team has more than 40 social media specialists from reservations, assisting customers in English, Spanish, Portuguese and Japanese and will remain that size, according to Delta spokesman Brian Kruse.
Still, some customers unaware of the @DeltaAssist account may tag @Delta in their tweets when asking for customer service help on Twitter. Kruse said the staff had been monitoring both the @Delta account and the @DeltaAssist account, and the move will make the system “seamless” for customers.