While perusing the Delta Website this morning, updating personal information and planning for future trips, I noticed a new feature on the site that looks interesting; the ability to tell them your Twitter Handle.
While this sounds good in theory, I am deathly afraid of giving them this information at this point in time. Why would I be afraid of giving Delta my Twitter handle? Because I often use Twitter to complain about Delta.
There, I said it. My relationship with Delta and Twitter usually goes something like this:
While I have toned down my negative discourse toward Delta while using Twitter in recent years, I rarely turn to the 140 character message format to say “I love you Delta!” and I’m guessing that few others do as well. In fact, I would wager that there are far more negative tweets headed toward @delta than positive.
This isn’t surprising, really, because many of the early adopters of social media have been conditioned to turn to their Twitter account to complain in hopes of getting better service. Why did they do this? Because IT WORKED! For many years individuals have been able to get significantly better service as a result of their social status. We received preferential treatment just because of our follower count.
In recent years, this doesn’t seem to work as well, because companies have started to realize that bad social media publicity has a similar lifespan to a Mayfly.
That brings us to Delta’s most recent site update, where they ask for your Twitter handle as part of your profile. Should I give it to them? Or is this a bad idea?
Why I should give Delta my Twitter Handle
- They will be able to identify me faster when I send them a Tweet while in distress
- They will immediately know that a Platinum Medallion member is sending them the Tweet and hopefully give me priority in the triage queue
- They might actually do MORE for me in recognition of my follower count + my status on the airline (unlikely, but possible).
Why I should NOT give Delta my Twitter handle
- Traditionally, I have been extremely negative toward Delta on Twitter (to the point friends have told me I come across as an entitled jerk at times)
- I don’t want my negativity to be on the record for each time an agent looks up my information
- I am not interested in connecting the dots for Delta between my Twitter persona and my status with the airline
- Even though I use my real name in Social Media, I still view the commentary I make as fairly anonymous to the outside world (beyond those I know IRL) and want to keep it that way
- I wouldn’t put my social security number on my Tweets, or my phone number, my street address or anything else for that matter…
Has anyone added their Twitter Handle to the new Delta?
What has been your experience doing this? Are you seeing better service? Or worse? I would love to hear your thoughts in the comments!
