In the wake of my Delta incident, I’ve been asked by some readers for specific directions about how to complain on Twitter in a way that will get results.
It’s very simple: Just mention the company with an “@” sign in front of it. Or, do a search on Twitter to find out the Twitter account name they use, and put an @ sign in front if it. In the Case of Delta, I didn’t bother to look up what they used, and just used @Delta. It turns out that they use @Deltaassist, but they picked up on it quickly. As I mentioned in my previous post, don’t come from anger. Come from service to the company and your fellow followers. That said, ridicule, sarcasm and satire are fine, particularly if you can be funny.
Here is a list of the Tweets that I used, In reverse chronological order (Recent –> older). Read them from the bottom up.
Below are the complete public messages, omitting a few minor Direct (private) Messages that gave them the details of my Confirmation Number and the flights I wanted.
Note: to send them a private message, once the company responds to you, you have to “follow” them, then click “Messages” and you can then send them a private message.
Note how absurdly simple the whole dialogue was. But, it saved me $1200 ($150 change fee, $450 in fare adjustments times 2), plus several days of awaiting and sitting in a hurricane.
I hope this helps you get out of — or stay out of trouble — in the future.
P.S., our house is fine. Thanks to those who asked.