How to best use Twitter for customer service when traveling
It's no surprise that disgruntled, frustrated or confused customers are contacting brands through social media channels. Asking a question on Twitter or Facebook is easier – and can be faster – than pacing in circles while you wait for an operator to answer your phone call. According to statistics from Social Bakers, customers asked brands more than 2 million questions on Twitter during the third quarter of 2015 – which includes more than 183,000 questions directed toward the various airlines. It's great to know that travelers can use (and are using) Twitter for customer service, but there are always ways to improve your @-approach and to better ensure that you'll receive an answer. Here are a few best practices.
1. Use Twitter for a quick response. Twitter's quick nature – direct questions and answers with limited characters – means you'll typically get a faster reply. And as Twitter becomes a popular avenue for handling complaints, many businesses require their reps to answer questions within a certain time frame. For example, Delta, JetBlue and United all respond within the hour, if not less.
2. Check to see if the brand has a dedicated customer service account. Some airlines have additional Twitter accounts that are just used to field customer questions and complaints. For example, Delta uses @DeltaAssist to handle customer service, while Emirates uses @EmiratesSupport. Before sending a tweet toward the general account, check to see if the company has a second channel; it might field fewer questions on that account, which could result in a speedier response.
3. Tag and follow the company handle. This may be a no-brainer, but it's worth mentioning. You must address your tweet to that company's account, or it won't see your message. Add a hashtag if you want, but that @-symbol is more crucial. Also, some companies can't always tweet back to you due to privacy issues. Following the account means that it can send you a private (direct) message with any potentially sensitive information, such as account numbers or your frequent flier details. Also, following them from the start means that they won't have to waste a tweet – and time – telling you to do so.
4. Supply necessary information. This means your request should include reservation numbers, confirmation codes, flight numbers, dates and a short explanation of what's desired.
5. Check the company's history and formulate a response tactic. Megan Stetzel, a travel blogger at Forks and Footprints, does some research to see if the company responds better to straight complaining or a more indirect but polite approach, like offering a compliment and developing a relationship first. She says:
"Twitter is still human to human contact, sometimes we forget that it's not a robot on the other side. If you're really abrasive in your comment, you will more than likely not get the results you are looking for. Kindness goes a long way with someone who fields complaints all day long."
6. Include photos. Camille Jamerson, the president of communications firm CDJ & Associates, believes that old line about a picture being worth a thousand words. During a recent trip she booked a rental car with Hertz instead of her usual Enterprise. The vehicle was filthy, and when she called to complain the company stated if she wanted another car, she'd have to pay more. Jamerson said:
"I took pictures of the car and a copy of agreement with the time – so people knew I had just gotten the car – and put them on Twitter, tagging Hertz. I also took the opportunity to apologize to Enterprise for not using them like I normally do and tagged them. Not only did Hertz ask me to inbox them and get another vehicle at no charge, but Enterprise also sent me a code to get a discount on my next order."
7. Fill out your Twitter profile. Travelocity’s Senior Director of Integrated Communications, Naaz Nichols, advises having your Twitter profile completely filled out – including a brief bio and a headshot – before submitting a request, as this adds credibility to your case and is in line with Twitter's best practices. When contacting a company, she adds that it's also helpful to include two contact methods so reps can ensure you get all the necessary information.
8. Start small. Joe Cortez, a contributor to FrugalTravelGuy.com, advises not trying to fit overwhelming requests into 140 characters. He explains:
"When using social media, I would recommend being patient, and being small in your request. Don't expect to score a first class upgrade when your flight gets cancelled. Instead, asking for help when a flight is cancelled can be an easy step towards getting to your destination sooner, and with less frustration."
What tips would you add?
Jessica Festa is the founder on the solo and offbeat travel blog, Jessie on a Journey, and the online responsible tourism and culture magazine, Epicure & Culture. She's constantly searching for local experiences beyond the guidebook. You can follow her travels on Facebook, Twitter and Instagram.