This post contains references to products from one or more of our advertisers. We may receive compensation when you click on links to those products. For an explanation of our Advertising Policy, visit this page.
Social media is an increasingly important aspect of each major airline’s customer service strategy. There are those that perform well and respond quickly on social media, and there are others that travelers know to avoid. But consumers are largely unaware of how airlines handle things behind the scenes — we’re used to opening our Twitter app, typing a message and sending a tweet without knowing how the actual human on the other end handles the response. But with a new video from a local NBC news affiliate in Dallas, we’re granted access inside Southwest Airlines’ social media “Listening Center.”
The Listening Center hears from nearly 2,000 people a day across social media platforms — everything from passengers complaining about delayed flights to individuals praising the carrier for its friendly customer service. Inside the room, which looks kind of similar to something you might see in a movie, there are monitors that display real-time news and flight information, as well as a “waterfall” of current social media interactions.
In order to sort through the mass amounts of tweets that come through the carrier’s Twitter handle, a green smiley face or red sad face will populate next to the tweet if it’s a positive or negative reaction, respectively. The 31 members of the social team work on addressing the negative reactions first and at all hours of the day, as the team expanded to around-the-clock coverage in January. The team’s target response time is 15 minutes on Twitter, so there isn’t a lot of time to spare.
Even after the introduction of the Chase Sapphire Reserve, the Chase Sapphire Preferred is still a fantastic choice if you want to avoid the Reserve’s $450 annual fee, earn 2x on all travel & dining and earn a 50,000 point sign up bonus.
- Earn 50,000 bonus points after you spend $4,000 on purchases in the first 3 months from account opening. That's $625 toward travel when you redeem through Chase Ultimate Rewards®
- Named Best Credit Card for Flexible Travel Redemption - Kiplinger's Personal Finance, July 2016
- 2X points on travel and dining at restaurants worldwide & 1 point per dollar spent on all other purchases.
- Earn 5,000 bonus points after you add the first authorized user and make a purchase in the first 3 months from account opening
- No foreign transaction fees
- 1:1 point transfer to leading airline and hotel loyalty programs
- Get 25% more value when you redeem for airfare, hotels, car rentals and cruises through Chase Ultimate Rewards. For example, 50,000 points are worth $625 toward travel
- No blackout dates or travel restrictions - as long as there's a seat on the flight, you can book it through Chase Ultimate Rewards