Twitter Update Will Make It Easier to DM Airlines and Hotels

Jun 12, 2015

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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

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