Social Customer Service Review: Delta Airlines

 Social Customer Service Review: Delta Airlines

Delta Air Lines, Inc. is a major American airline, with its headquarters and largest hub at Hartsfield-Jackson Atlanta International Airport in Atlanta, Georgia. In this post we will be reviewing the customer care performance of Delta Airlines on social media.
Delta-airlines-logo
Delta airlines is quite active on Social media. They have to be. Look at some of the scenarios they are dealing with. A post that has gone viral.
Here is the original post.
Delta-Airlines-viral-facebook-post
Here is what it is after the case was resolved.

Element 1 – Tone of Messaging
Tone of messaging is quite natural.
Element 2 – Are they sending canned responses, without understanding the context?
There seems to be no canned response. But “Sorry to hear!” seems to be one of their most favorite.
Element 3 – Turnaround Time
Average turn around time on Facebook is more than 3 hours while that of Twitter is roughly 2 hours
Element 4 – Is brand sending personalized replies?
They do send personalized replies
Element 5 – Is brand following up on the complaints?
Delta airlines follow up complaints. Here is an instance of the same.
The first complaint and response:

The final and the resolution of the case:


Element 6 – Is brand answering to all the queries?
Delta fared pretty poor in this front. They answer only less than half of the queries and complaints.
Element 8 – Is brand sending duplicate replies?
No instance of duplicate replies.

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