Here’s a secret for those of you who travel a lot like me for business. Some airlines have fantastic customer service via Twitter Direct Messages (DMs), even better than using the phone for most issues in my experience!
— Chris Aniszczyk (@cra) June 1, 2015
Over the past several months, @AmericanAir has been a pleasure to work with over Twitter DMs for when travel issues unfortunately happened. I’ve shared this little secret with friends and they had similar success with other airlines like @VirginAmerica and @Jetblue, especially when phone wait times were atrocious. Also, I’m definitely not the only one who has noticed this.
In the end, I hope more airlines and businesses follow this customer service model, or at least offer it as an option. For most issues, it’s usually simpler to deal with things over direct message (text) than having to interact with someone over the phone, especially when you’re on the go. I even see a future where you can even automate most of these interactions so you may not need a human being for a good portion of customer service requests.
Anyways, happy and safe travels!