Prior to the Fourth of July, airlines saw a record number of travelers pass through Transportation Security Administration checkpoints at U.S. airports on Memorial Day weekend.
Airport crowds, staffing shortages, overbookings and high flight and hotel prices have caused frustration among travelers and industry workers on top of to-be-expected flight delays and cancellations.
When your travel plans go awry, the last thing you want to do is wait for hours to connect to a live human agent for help. Our recent reporting suggests the quickest way to connect with an airline this summer is via an airline’s app or website versus on the phone.
Although social media can also be helpful, some major airlines no longer provide customer service assistance via Twitter, instead directing customers to other avenues. This is also the case for some hotel groups.
With that in mind, here’s how to use social media to quickly get through to an airline or hotel customer service agent to get your derailed trip back on track.
Airlines and hotels you can reach via social media
Most airlines and hotels prefer you contact them through their official channels via the web, phone or app. For many, though, the same customer service staff members also monitor Twitter.
“The messaging feature on delta.com or the Fly Delta app is typically the quickest way to get in touch with an agent,” a Delta Air Lines spokesperson said. “The Delta team members who serve customers via social media and through digital messaging are the same fully trained and equipped agents Delta customers reach when they call us.”
So your Twitter query, at least in Delta’s case, will direct you to the same customer service centers as other methods; this is likely the case for others, too.
As of June, travelers can reach the following airlines and hotels via Twitter for customer service issues:
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- Alaska Airlines: @alaskaair, with a Contact Us link.
- American Airlines: @americanair, with a link to a general airline information page that sends you to its Contact Us page.
- Delta: @delta, with a link to delta.com/help.
- JetBlue: @jetblue, with a link to the airline homepage, though the airline does respond to Twitter inquiries.
- Southwest Airlines: @southwestair, with a link to its Contact Us page. Twitter replies include the name of the person writing them, usually with a request to send a direct message with more details.
- United Airlines: @united, with a link to united.com. Its Twitter responses sometimes provide other links while recommending you send a DM.
- Hilton: @hilton (also @hiltonhonors) with a link to the homepage. Public Twitter responses appear nine to 10 hours after the initial post.
- Holiday Inn: @HolidayInn responds to inquiries, usually with a suggestion to send a DM. It also refers users to the IHG homepage.
- Hyatt: @hyatt (also @hyattconcierge) “for guest service” and links to its home page. Twitter responses appear to be fast on the HyattConceirge account.
- IHG: @ihgcorporate and @ihgonerewards, with a link to @IHGService, where it will request you send a DM with more details.
- Wyndham: @wyndhamhotels, where it will reply asking you to DM more information.
- Marriott: @Marriott, with a link to its homepage.
Strategies for customer service via social media
Although there’s no single best way to get help through social media, contacting the airline or hotel in question via direct messaging rather than tweeting a complaint publicly will likely yield a better outcome for all parties involved.
On any given day, particularly in the case of weather-based disruptions, even the most efficient customer contact centers can get overwhelmed by inquiries and complaints.
In those cases, and for general efficiency, consider alternative contact methods if your go-to strategy isn’t working.
“Our Help Center has many different ways to reach us — via our Contact Centers, Facebook private message, Twitter direct message, or at the airport with a customer service agent either in-person or via Agent on Demand,” a United spokesperson said. “Customers can minimize time on hold by taking advantage of the offer for one of our Contact Center agents to text them and assist via SMS.”
Delta also recommends leveraging its many modes of communication.
“While calling is always an option, contacting us through digital messaging is a secure and effective way to reach a Delta agent for help,” an airline spokesperson said. “The messaging feature on delta.com or the Fly Delta app is typically the quickest way to get in touch with an agent, but Twitter direct messaging is also an option.”
If applicable, leveraging any elite status you have with airlines and hotels for customer service may help expedite the process, including using any special phone numbers reserved for elite status holders.
For example, United has a help desk dedicated to its elite members. “Premier members may call the Premier Priority Desk to connect with our most qualified agents who will be fully dedicated to providing our Premier members the highest level of service,” a United spokesperson said.
Similarly, Delta has a dedicated phone line for Medallion members.
Bottom line
Twitter, Facebook and other social media channels can be efficient ways to contact customer service and get results for issues with airlines, hotels and other travel industry companies.
Rather than using social media to publicly post a service complaint or general rant, the best way to get results is often to send a direct message to a company’s Twitter or Facebook account with your specific situation and information.
As customer issues increase during a busy summer of travel and industry staffing issues persist, you might have to wait longer for results while being flexible with your contact methods.
Consider reaching out through a company’s website, app and text-messaging services, as well as through any elite-status specialty desks.
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Bill Fink previously contributed reporting.