How Airlines Use Twitter
While flying back to the states from Toronto, I was curious to see how quickly airlines responded to tweets from consumers. I had seen numerous reports and articles about how the airline industry was utilizing Twitter as a customer service platform, but a part of me was not sure that all airlines were living up to the JetBlue hype.
I tweeted both airlines with a typical message…kudos for Air Canada and a question / request for help towards @UnitedAirlines.
@AirCanada wrote back within the hour.
@UnitedAirlines never said a peep. Or a tweet.
While some airlines are using Twitter as an extension of their customer service efforts, others (@UnitedAirlines) are still not listening.