Using Social Media to Resolve Flight Disruptions

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.

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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.

 

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