
Delta has launched the “Ticket Window,” an interface for selling airline tickets via Facebook. It’s an interesting but possibly controversial move.
As mentioned explicitly in the press release, the company is trying to position itself where the internet traffic is, rather than steering web traffic to their own site. It’s a smart move insofar as it piggybacks a widely adopted technology.
But by setting up shop within Facebook, Delta runs some real risks, too. Facebook has not endeared itself to privacy advocates through its constantly devolving notion of what is considered private, vs. what is shared with the world. And the airline takes on the risk — both real and perceived — of being a piece of the Facebook puzzle.
Delta tries to skirt this issue with a notification that “information collected [on the Delta Facebook page] goes to Delta and not to Facebook.”
Two issues there, though: First, the airline needs to reassure customers that buying a ticket via Facebook doesn’t open up the entire wealth of personal data which people share about themselves on the social networking site. Are you giving Delta a lot more info about your personal buying habits by accessing their site via Facebook, rather than browsing over to own site?
Second, it’s Delta’s responsibility to reassure customers that the information they enter really remains in Delta’s hands and not Facebook’s, over time. Facebook has retroactively changed the rules for what is public and what is private. What’s to step them from changing the rules again?
In talking to some Delta frequent fliers, I found some hesitance to use the site. They expressed worries that others might learn about their travels if they used the Delta Facebook page, who is going to find out about it? Will data related to the transaction be available to competing travel companies, if they pay Facebook enough? What about industrial espionage: You may be booking a flight to woo a prospective client, and if you booked it via Facebook, might your competitors get wind of it too?
As David P., an independent contractor working for both federal government and corporate clients, asked, “Delta may promise you privacy now, but what happens when Facebook changes their terms again? It’s too risky. I can type in ‘delta.com’ pretty easily. Why is the whole Facebook thing really necessary?”
So, is buying tickets via Facebook something you, as a traveler, want? Is it something you’d use, or have used? Is privacy a concern? Or something else? Hit the comments.


Read with Amazon Kindle
Subscribe by E-mail
Follow on Twitter
August 17th, 2010 at 11:32 am
Although I use Facebook for social purposes, I don’t trust them one bit. They will go to the very edge of criminal / unethical conduct to make a buck by selling your personal details. Delta.com works just fine, thank you very much. But why would Delta even get in bed with such scoundrels as Facebook? Why would Delta risk be tainted by Facebook’s questionable ethics? Not sure that’s such a good move, Delta.
August 18th, 2010 at 5:06 am
Thanks for this sharing, everyone use facebook, and everyone like to use this, but some how its quite risky because there is less privacy for everything.
August 19th, 2010 at 5:17 pm
It’s a smart marketing move for targeting the under-30 crowd who grew up being online with MySpace, Facebook, etc. They’re getting their name out into a new area and making it easier for people who are already on Facebook and didn’t jump ship during the privacy revolts to book travel. Financial institutions are starting to offer limited banking services through Facebook apps, and a cursory review of the security seems to be adequate. I’m sure the FI gets all the profile information as a result of installing the app, and Delta will, too. Personally, though, I won’t use these apps.
Next up: Smartphone apps.