If you find yourself in a situation where your flight is delayed, cancelled, or your connecting flight is in jeopardy due to a delay, try using Twitter for assistance. A few months back, my wife’s flight from Albany to Atlanta was delayed by 35 minutes. Normally this is nothing more than a minor inconvenience. However, since her flight had a tight connection window of only 50 minutes to continue on from Atlanta to Dallas (Love Field), she was more than likely going to miss that flight. I was flying from NYC- Love Field and we booked so that we would land around the same time. Unfortunately, my wife’s connecting flight was the last flight from Atlanta to Love Field. Luckily for her, there was still a later flight from Atlanta to Dallas-Fort Worth and I would just drive over from Love Field and pick her up. I tweeted Delta and asked if they can put her on that flight. Delta responded back on Twitter and confirmed that they saved her a seat on that flight.
That simple. This saved me the hassle of being put on hold and pressing God knows how many numbers to find someone that would help. Kudos to Delta for their fast response and helping us avoid what could have been a pretty ugly experience. So if you find yourself in a similar situation and need a contingency plan ASAP, social media might end up working better than the old fashioned customer service number. Just about every U.S. airline has a dedicated social media team for this purpose and even the airline that was slow to embrace it (Spirit Airlines) has finally embraced social media to assist customers.
Thanks to Tyler Stone, a great friend and special contributor to MilesForPlaces for sharing this first hand account on a recent flight from Orlando, Florida to Albany, NY.
“On this day, my JetBlue flight was scheduled for an 11:40 am departure out of Orlando to Albany. The boarding process was business as usual. Everyone was already on the plane. Then around noon, just prior to taxiing out to the runway, the Captain announced that there would be a further delay. He went on to say that he had been piloting for over 25 years and takes his job very seriously. He has built his life and his family around this career and has a clean record (sounds very agitated)
At this point, everyone started looking at each other like “what the hell is going on?” Captain continued that a passenger had claimed he saw the pilot at the bar and that these kinds of statements are taken very seriously.
“If a passenger makes these types of statements and other passengers overhear this, it can cause widespread panic among other flyers. Because of this, I’m going to have to step off the plane and conduct some tests to ensure I am safe to fly. I can assure you that I have not consumed any alcohol prior to this flight and the gentleman who made this statement claimed he made it in a joking manner”
All the passengers were clearly annoyed at the man who made the comments. The Captain then mentioned that FAA personnel would have to meet with him and clear him prior to flying. An airport employee came on the plane and escorted the elderly gentleman who made the comments. He looked pretty embarrassed and obviously knew he messed up.
The Captain ended his brief speech reiterating that the passenger had clearly said he was just joking after the fact but these kind of statements are taken seriously and need to be followed up on. The Captain said “you wouldn’t joke about having weapons while going through TSA. Likewise, it’s not appropriate to make these types of ‘jokes’.”
About 10 minutes or so passed. The elderly passenger who made the statement was led back onto the plane. Again, he looked visibly embarrassed and had just about every eyeball on the plane honed in on him.
A few moments later the pilot came back on and said everything was taken care of and we would be departing shortly (he still sounded very angry at this point). The rest of our flight was pretty uneventful and we got to Albany safely. The moral of the story, don’t compromise a pilot’s ability to do his job by making a smart ass comment that can get him in trouble.”