Delta Airlines tweeted a harsh response to a passenger. Was it sure?

We all had enough and we’re not going to take it anymore.

Nowadays you get this impression if you spend time on social media channels. Customers regularly complain about poor service, and we all know that you can tag official company accounts in the hope that delegates will see and respond to your comments.

That’s exactly what happened over the weekend, though You may be surprised by the response tone. Or maybe you were convinced it was.

Here’s a little more backstory.

A Twitter user called Delta Airlines To cancel some flights And complain about a re-booking. I felt it myself, and in the moment of despair, it felt like a crushing blow. You are already stressed and tired, and now you need to change all of your plans.

The original tweet complained about the plight:

Later, the same user mentioned the name of the customer service representative and complained of further delays. The representative then sent a strong response to the passenger:

I had to laugh when I read it, and when I noticed some answers, because I felt the same way. You want to tell someone to calm down and an answer will be found soon. You remove any filters and just say what you really want to say.

The difference is I don’t have 1.6 million followers like elDelta.

My theory is that the person running the social media account probably didn’t mean to tweet to the world and was probably in the middle of a direct message conversation. It is even possible that the person was privately texting the passenger on the Delta site, and mistakenly tweeted a reply instead. I’ve seen customer service agents “goog bully” on me in a private chat before, suddenly becoming very-human and saying what he really feels.

Let me stop here for a moment, I can understand the frustration on both sides. I can see how frustrating last minute flight cancellations can be, and I can only imagine what it would be like to deal with tight customers all day long. Not sure if I want to maintain the perfect outfit.

This is an amazing tweet from a major airline, and it is likely to lead to some discussion between the social media team and their bosses today. I don’t think it was certain, at least in public to everyone in the world.

Social media has created an open channel where we can let our frustrations fly without thinking through any reaction. We have very little gatekeeping on emotions, and this can lead to some arguments that are not certain.

An open and honest discussion is a good thing, especially if it leads to a better understanding of our perspectives.

For Delta, it looks like someone has decided to let them see the human side. It’s best to let these chats happen privately … or not at all.