Twitter Update Will Make It Easier to DM Airlines and Hotels

Jun 12, 2015

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. Terms apply to the offers listed on this page. For an explanation of our Advertising Policy, visit this page.

Using Twitter can be one of the best ways to interact with airlines on a busy travel day. Major carriers often have a team of representatives monitoring social feeds and direct messages to ensure that customer needs are being met, and countless travelers take advantage of this service each day. The customer service representatives manning social accounts are typically better equipped to help, whether that means rebooking you on a new flight or moving you to a quieter hotel room when other reps seem unable or unwilling to assist.

Southwest on Twitter
This passenger learned why her flight from Nashville was delayed.

When problems become too difficult or personal to solve via public tweets, airlines and other customer service accounts will ask users to start a direct message, colloquially referred to as a “DM.” At present, these private conversations have a 140-character message limit in place, which often makes it difficult to solve customer service inquiries efficiently.

American on Twitter
American Airlines suggested a private DM when interacting with a traveler.

Today, Twitter announced that it will eliminate this character limit in July, which will ultimately make it easier for customer service representatives to interact with customers. Eliminating the limit will let travelers and airlines discuss flight issues more easily, rather than needing to exchange a message sent across a handful of fragmented DMs.

While the change seems small, it’ll make the entire customer service process a bit less painful and more efficient for travelers trying to get responses to their inquiries, and it’ll help airlines, hotels and other brands track requests from their customers.

H/T: One Mile at a Time

Chase Sapphire Preferred® Card
Apply Now
More Things to Know
  • Earn 60,000 bonus points after you spend $4,000 on purchases in the first 3 months from account opening. That's $750 toward travel when you redeem through Chase Ultimate Rewards®
  • 2X points on travel and dining at restaurants worldwide & 1 point per dollar spent on all other purchases.
  • Get 25% more value when you redeem for airfare, hotels, car rentals and cruises through Chase Ultimate Rewards. For example, 60,000 points are worth $750 toward travel
Intro APR on Purchases
N/A
Regular APR
17.74% - 24.74% Variable
Annual Fee
$95
Balance Transfer Fee
Either $5 or 5% of the amount of each transfer, whichever is greater.
Recommended Credit
Excellent/Good

Editorial Disclaimer: Opinions expressed here are the author’s alone, not those of any bank, credit card issuer, airlines or hotel chain, and have not been reviewed, approved or otherwise endorsed by any of these entities.

Disclaimer: The responses below are not provided or commissioned by the bank advertiser. Responses have not been reviewed, approved or otherwise endorsed by the bank advertiser. It is not the bank advertiser’s responsibility to ensure all posts and/or questions are answered.