If you have an Apple device, communicating with Delta Airlines could get a lot easier. The company is currently testing a new feature that will enable fliers the ability to send questions or issues straight to Delta through their mobile app.
Delta Airlines is planning on making this a permanent feature on its mobile app starting this fall.
This feature is aimed at those who prefer to text rather than reaching out by phone, e-mail, or social media.
The vice president of Delta’s Reservation Sales and Customer Care, Tori Forbes-Roberts tells USA Today, “it’s about moving with the technology and the idea of communicating with the customer the way they want to do business.”
Although Twitter is a popular 24/7 network for travelers, not everyone is into using it for help.
Forbes-Roberts states that 85% of fliers call the airlines for assistance — this includes booking or changing a flight, finding out luggage fees and policies, tracking a bag, reporting damaged luggage and many other things.
E-mail is the second preferred form of communication by Delta fliers followed by social media — with many passengers asking for an instant messenger option.
This new texting option with Apple Messages is currently offered to select passengers to test.
The feature is being rolled out this fall with the aim of a two minute response time.
“Our goal is to have a response time in both places measured in minutes, single-digit minutes,” says Forbes-Roberts.
Delta says they are the first airline to launch this feature using Apple iMessages.