"Our customers are spending more time online and are looking for new ways to connect with us," said Bob Kupbens, Delta's vice president of e-commerce, in a statement. "We're now delivering technology where our customers are.... We already know Facebook is the most used Web site by in-flight Wi-Fi users on more than 2,000 Delta flights every day, giving us the natural launching point for a new online Ticket Window."
Computerworld
I wonder how Delta will handle the requirement for live support from Twitter.
How will this impact the ticket fee since they charge extra fees to speak with an agent to book a trip?
Companies with tiered pricing models need to understand that a online customer may need support, but are NOT willing to pay a higher price because the site could not support or complete the transaction.
Posted by: Stu Goldstein | August 16, 2010 at 09:24 AM
Stu, good question - they have lived in a multi-channel world for a while, web, call, ticket office and in some ways still don;t have those all aligned..try changing an intl ticket..
Posted by: tmirchan | August 22, 2010 at 03:03 PM