A Seattle woman tweets from an airport that JetBlue’s birthday present to her was forgetting to put her wheelchair on her flight. Seven minutes later, an airline official tweets back that the crew will work quickly to make things right.
On a Facebook page used by Delta Air Lines, a traveler suggests Delta wrap its Wi-Fi fee into its ticket price rather than charge separately. The airline doesn’t respond. The page mainly promotes the airline, talks up new services and offers travelers tips on popular things to do in the cities Delta flies to, like Las Vegas.
Discount airlines have traditionally outflanked the big network carriers in customer service and low fares, and it appears they’re extending their advantage to social media. The discounters often respond with quick feedback to travelers’ concerns on social networking sites, while traditional network carriers peddle last-minute fare deals but seem slow to embrace Twitter and Facebook to beef up customer service.
There are no comments.