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Best Trip-Planning Tips

Using Social Media

Alice Cho

Using Social Media

More and more travel companies are using Twitter not only to announce deals and updates, but also to respond to travelers’ concerns. “Twitter allows companies to take action in near real time,” says Morgan Johnston, public relations manager and tweeter for @JetBlue. JetBlue passengers, for example, have spoken out about flight delays, the need for a wheelchair when arriving at the airport, a $50 surcharge for checking a bike—gripes and requests that have all been acknowledged, and resolved, by the carrier. Hyatt just launched a Twitter concierge service (@Hyatt Concierge), which fields property-specific questions, handles dining reservations, and redirects grievances to management. Virgin America (@VirginAmerica), which recently rolled out in-flight Wi-Fi, even replies to in-flight demands. “One customer had a hard time flagging down a flight attendant to order a meal,” says Abby Lunardini, a spokesperson for the airline. “After she tweeted about it, our team sent a message to the crew and she was served immediately.”

T+L Tip: Though travel companies don’t officially encourage the use of Twitter as a customer-service line, it’s become an increasingly effective way of getting their attention. So go ahead and open your, er, beak.

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