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A New Way to Tell Your Airline You Hate It

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Re: A New Way to Tell Your Airline You Hate It

#81

Post by pbarnes_1 »

boyce wrote: post #41
jorts wrote: post #18

Tweets are a terrible communication channel for solving customer service related issues. I run a customer support team, and almost all of our customer service related tweets end up with us either emailing the customer directly (if we can identify them) or asking them to email us so that we can get more information about their issue/concern. Text at least gives you a private chat where you can give information that yo…

On the other hand, isn't customer service the one big opportunity remaining to Twitter? They could bring back the text message system for paying businesses. Revamp Tweetdeck into a tool more focused on reputation management etc. They don't need to chase the celebs and fandoms away but they are gradually leaving anyway. Journos will likely stay, the ticks make them feel big.

This already exists.

Re: A New Way to Tell Your Airline You Hate It

#82

Post by ryanmarsh »

ubernostrum wrote: post #56
ryanmarsh wrote: post #42

Earlier quoted context omitted.

sigh I know what airline status is thanks. I also know where I normally sit in the list of upgrades given the route and number of empty seats. When I respond negatively to surveys I get upgraded almost immediately, others have noticed this trend as well.

I never noticed it in years of getting surveys, as an AA EXP and Delta PM. Always depended on the same old known factors: elite load on the route, time of booking/time of request (depending on airline), etc. Only thing I ever could tie to surveys/feedback was AA comping me 5k RDM after one particularly horrid flight.

United. Also, AA hates their customers so no surprise. You should try it with Delta a little birdie told me they take those numbers very seriously.

Re: A New Way to Tell Your Airline You Hate It

#83

Post by kqr »

bshacklett wrote: post #75
kqr wrote: post #22

Earlier quoted context omitted.

> It helps drive to a much quicker resolution and overall provides a much better customer experience. Are there measurements behind this claim? It could be that you are optimizing for customer support experience rather than customer experience. I mean, with the resources, a Twitter interaction could look like Customer: your service sucks. Support: I'm sorry to hear you have that experience. Is there anything we can d…

Thats the fault of the company for not taking advantage an opportunity for improvement. I fail to see how that should be attributed to the medium.

I mean sure, the company could add a second tweet at the end of the interaction:

Support: if you would like us to improve our service for your needs, you are free to send constructive feedback to feedback@example.com.

The reason most companies want the feedback first is because after the customer has received compensation there is little incentive to help the company out. It's viewed as a transaction of feedback for compensation.

But asking the user to be detailed over Twitter is probably futile, given the character limit.

Re: A New Way to Tell Your Airline You Hate It

#84

Post by kalleboo »

twhb wrote: post #77
hammock wrote: post #48

Earlier quoted context omitted.

>tweets are great. It's the only way I've been able to connect to airlines immediately (once after waiting on hold for 4+ hours) That is true, but has less to do with the platform and more to do with how few people are on it, compared to how many dedicated social media person(s) there are responding. In other words, so few people know how to send a tweet (vs send an email or make a phone call) that you are competing…

That doesn't add up. I'm sure these companies scale customer service staff to demand. Seems more plausible that Twitter's public nature means complaints there are measurably more harmful, so the companies intentionally devote more resources per complaint.

> I'm sure these companies scale customer service staff to demand

If they did, 45 minute hold times wouldn't be a thing.

Re: A New Way to Tell Your Airline You Hate It

#85

Post by ubernostrum »

ryanmarsh wrote: post #82
ubernostrum wrote: post #56

Earlier quoted context omitted.

I never noticed it in years of getting surveys, as an AA EXP and Delta PM. Always depended on the same old known factors: elite load on the route, time of booking/time of request (depending on airline), etc. Only thing I ever could tie to surveys/feedback was AA comping me 5k RDM after one particularly horrid flight.

United. Also, AA hates their customers so no surprise. You should try it with Delta a little birdie told me they take those numbers very seriously.

I got merged into AA from the old US Airways program (was US Chairman's Preferred, became AA EXP). Ditched them after about a year and a half of suffering, and did a three-month match to Delta Platinum.

Most of the flying was due to working remote for a company in the bay area; now I work for a different company and actually live out here, and don't have to play the frequent-flyer game anymore. For less than what I used to spend on economy tickets with upgrade hopes, I just buy business/first class on the occasions when I want it.

Anecdotally I have noticed slightly better treatment from that, and I know the gate agents and flight crew have status listed on the manifest and so can guess who's up front because they bought the ticket and who's up there because of an upgrade. Which I guess says something about the priorities of the airline and the usual behavior of the status-holder.

Re: A New Way to Tell Your Airline You Hate It

#86

Post by dkersten »

jorts wrote: post #18

Tweets are a terrible communication channel for solving customer service related issues. I run a customer support team, and almost all of our customer service related tweets end up with us either emailing the customer directly (if we can identify them) or asking them to email us so that we can get more information about their issue/concern. Text at least gives you a private chat where you can give information that yo…

Tweets are great, because they're public and therefore often actually get a response (I guess because companies don't want to be seen as ignoring support messages?). When I email a company, especially if it's a large company, more often than not my message seems to get ignored.

Re: A New Way to Tell Your Airline You Hate It

#87

Post by GFischer »

freyfogle wrote: post #39

Brands looking to manage the challenge of communicating one-on-one with their customers via messaging should have a look at: https://hubtype.com They recently completed YC Start-up School. Full disclosure, I am a very minor investor in the business.

Sounds interesting, we might look into this (I'm building a messaging platform for my employer, and I have my own videochat attempt - this complements both).

I see it's only Facebook and Telegram ATM, we're using another platform that does Twitter. And the holy grail would be Whatsapp (the day Whatsapp opens up the API they're going to rack up money).

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