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“We’ve seen incredible messaging engagement on our platform and integrating the Messages functionality into the Fly Delta app is an important part of our ongoing work to position our mobile platform as the consummate travel companion.”ĭuring the phased roll out, some customers receiving Delta’s summer travel tips email prior their trip will see a “Need Help” link at the bottom of their email.

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“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,” she said. Rhonda Crawford, Delta’s Vice President of Distribution & Digital Channels, said that enabling messaging in the airline’s digital tools is a natural next step in and the Fly Delta app being as intuitive and helpful as possible. Even so, a customer can ask to speak with a live representative at any time to address questions, comments and challenges, while making the call on when to start, stop and continue conversations on a timeline that best suits their needs. “Messaging is fast, it’s easy and it empowers our customers to connect with us on their terms - messages will even be saved and remain available so customers have a lifeline to Delta when they need it most.”įorbes-Roberts added that messaging is expected to reduce wait times in all channels thanks in part to the Virtual Assistant capable of identifying answers to simple, common questions easily found on, before a live Reservations specialist is engaged. “This is about connecting with our customers where they are - and many have told us that they’d rather message with us than engage on other channels like the phone, email or social media,” said Tori Forbes-Roberts, Vice President - Reservation Sales and Customer Care. It will bring even more convenient communications access to customers on the go, building on the “Need Help” messaging interface that launched earlier this year to rave reviews. The new mobile assist tool is being rolled out in phases to some customers this summer to test preferences and demand, and is slated to be integrated into the Fly Delta app for all customers this fall. The option to message from an iOS device allows customers to connect with a live Delta representative to receive in-the-moment assistance, or with a Delta Virtual Assistant to get quick answers to frequently asked questions. Refer to the Help Center on, which includes an online messaging tool to connect with Reservations and Customer Care.ĭelta is making another industry-leading move to connect with customers in their channel of choice by becoming the first airline to use the Messages app via Apple Business Chat.

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Travel like a pro with six tips that answer frequently asked questions.Lean on Delta’s Travel Planning Center and Delta Discover Map to plan trips.Self-service options in the Fly Delta app allow customers to select and change an existing trip within 24 hours of departure using Same-Day change to browse for alternate flight options.Use and the Fly Delta app to change or cancel a flight, find baggage information, manage SkyMiles® and more.As Delta continues to innovate and improve our processes to reduce Reservations call wait times, customers needing assistance today can take advantage of the following resources: Editor’s note (July 22, 2021): Delta’s Reservations and Customer Care team is committed to serving our customers as many eagerly reclaim their lives through travel.

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