How to Engage With Airlines on Social Media
Social media is an effective (and speedy) way to engage with airlines, and many carriers see Twitter, Facebook and Instagram as vital parts of their customer engagement and support strategies. Here, TPG Contributor Sid Lipsey shares some of his best tips for engaging with airlines on social media.
Great news for flyers with something to say about their air travels: Airlines have made it easier to communicate with them via social media. Major carriers often have entire teams dedicated to monitoring Twitter, Instagram and Facebook to see what customers have to say about and, more importantly, to them.
While tweeting alone likely won't get you an upgrade, a waived fee or any other financial benefits, engaging with an airline in the right way and on the right social media platform can be a lifesaver when dealing with problems — like lost items, misdirected luggage or flight delays — that often arise during air travel.
Twitter is Tops for Troubles
If you're trying to get a problem solved quickly, Twitter should be your go-to social media platform. Major airlines, including the US legacy carriers, have social media response teams monitoring their Twitter feeds 24/7. These teams aren't a bunch of isolated computer geeks who specialize in witty comebacks and reciting customer service phone numbers — they tend to be made up of extremely well-connected reps who are plugged in to all areas of the company so they can find the best way to help you with your issue.
Many airlines also run Facebook and Instagram accounts, but those places aren't ideally suited for quick customer service since Instagram is too image-focused and airlines tend to get too many Facebook posts to respond to issues quickly. If you're seeking help for a time-sensitive issue — like, say, the laptop you left on a plane that's taking off for Dallas in an hour — Twitter is the place to go.
Follow Your Favorite Airlines
Most airlines conduct all of their Twitter business, from customer service issues to discount offers and singing flight attendant videos, under the same "@" handle.
Should you ever need to tweet an airline about a problem, you'll save a lot of time if you're already following that airline on Twitter. That way, the airline will be able to direct message (DM) you immediately with a response, rather than wasting time tweeting you to follow them so you can continue your conversation privately — which you'll have to do should the airline ask you to relay private information like your reservation confirmation number. If you're trying to get help with a missed flight, that saved time could be very valuable.
For reference, here are the Twitter handles for several major airlines:
Delta Air Lines: @Delta (now that @DeltaAssist has officially moved)
United: @United
American Airlines: @AmericanAir
JetBlue: @JetBlue
Southwest: @SouthwestAir
Virgin America: @VirginAmerica
Alaska Airlines: @AlaskaAir
Frontier Airlines: @FlyFrontier
Virgin Atlantic: @VirginAtlantic
Call if You're Still Not Getting Anywhere
Reaching out to an airline via social media is great for a speedy response. Still, it doesn't hurt to get in touch the old-fashioned way and call the airline's customer assistance number in a pinch. If you're at the airport, you can also seek help at your airline's customer service desk in person. If you're trying to get a problem solved quickly, there's nothing wrong with hedging your bets to make sure you get someone at the airline to help you.
Just Be Nice
No matter how stressed you are about a canceled flight or how angry you may be at a snippy flight attendant, being snarky and/or verbally abusive toward an airline on social media won't help matters. Your posts aren't being read by some faceless corporation, they're being read by a living, breathing person who won't respond well to his/her employer being cursed at or insulted.
As a matter of policy, some airline social media response teams won't even engage with an abusive or volatile passenger, so an online freak-out won't get your problem solved any faster. It's okay to let airlines know you're upset — just remember to detail your problem in a respectful, just-the-facts manner (no venting, rambling or cursing), and you'll likely get a better response.
Bottom Line
Social media isn't all about problems. If you want to comment on an airline's cool photos, share your memories of a good flight or post your travel pics or videos, Facebook, Twitter, Instagram and Pinterest are good places to do so. Be sure you hashtag your posts, as that'll increase your chances of getting a response. Some carriers even run contests for customer-shot videos or pics to encourage engagement. Yes, airlines set up shop on social media to help you with your problems, but they want to hear from you during the good times, too!
Do you use social media to get in touch with airlines? Tell us about it below.
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There’s a lot to love about the Amex Gold. It’s a fan favorite thanks to its fantastic bonus-earning rates at restaurants worldwide and at U.S. supermarkets. If you’re hitting the skies soon, you’ll also earn bonus Membership Rewards points on travel. Paired with up to $120 in Uber Cash annually (for U.S. Uber rides or Uber Eats orders, card must be added to Uber app and you can redeem with any Amex card), up to $120 in annual dining statement credits to be used with eligible partners, an up to $84 Dunkin’ credit each year at U.S. Dunkin Donuts and an up to $100 Resy credit annually, there’s no reason that foodies shouldn’t add the Amex Gold to their wallet. These benefits alone are worth more than $400, which offsets the $325 annual fee on the Amex Gold card. Enrollment is required for select benefits. (Partner offer)Pros
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- Not as useful for those living outside the U.S.
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- Earn 4X Membership Rewards® points per dollar spent on purchases at restaurants worldwide, on up to $50,000 in purchases per calendar year, then 1X points for the rest of the year.
- Earn 4X Membership Rewards® points per dollar spent at US supermarkets, on up to $25,000 in purchases per calendar year, then 1X points for the rest of the year.
- Earn 3X Membership Rewards® points per dollar spent on flights booked directly with airlines or on AmexTravel.com.
- Earn 2X Membership Rewards® points per dollar spent on prepaid hotels and other eligible purchases booked on AmexTravel.com.
- Earn 1X Membership Rewards® point per dollar spent on all other eligible purchases.
- $120 Uber Cash on Gold: Add your Gold Card to your Uber account and get $10 in Uber Cash each month to use on orders and rides in the U.S. when you select an American Express Card for your transaction. That’s up to $120 Uber Cash annually. Plus, after using your Uber Cash, use your Card to earn 4X Membership Rewards® points for Uber Eats purchases made with restaurants or U.S. supermarkets. Point caps and terms apply.
- $84 Dunkin' Credit: With the $84 Dunkin' Credit, you can earn up to $7 in monthly statement credits after you enroll and pay with the American Express® Gold Card at U.S. Dunkin' locations. Enrollment is required to receive this benefit.
- $100 Resy Credit: Get up to $100 in statement credits each calendar year after you pay with the American Express® Gold Card to dine at U.S. Resy restaurants or make other eligible Resy purchases. That's up to $50 in statement credits semi-annually. Enrollment required.
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- No Foreign Transaction Fees.
- Annual Fee is $325.
- Terms Apply.
Rewards Rate
| 4X | Earn 4X Membership Rewards® points per dollar spent on purchases at restaurants worldwide, on up to $50,000 in purchases per calendar year, then 1X points for the rest of the year. |
| 4X | Earn 4X Membership Rewards® points per dollar spent at US supermarkets, on up to $25,000 in purchases per calendar year, then 1X points for the rest of the year. |
| 3X | Earn 3X Membership Rewards® points per dollar spent on flights booked directly with airlines or on AmexTravel.com. |
| 2X | Earn 2X Membership Rewards® points per dollar spent on prepaid hotels and other eligible purchases booked on AmexTravel.com. |
| 1X | Earn 1X Membership Rewards® point per dollar spent on all other eligible purchases. |
Intro Offer
You may be eligible for as high as 100,000 Membership Rewards® Points after spending $6,000 in eligible purchases on your new Card in your first 6 months of Membership. Welcome offers vary and you may not be eligible for an offer.As High As 100,000 points. Find Out Your Offer.Annual Fee
$325Recommended Credit
Credit ranges are a variation of FICO® Score 8, one of many types of credit scores lenders may use when considering your credit card application.Excellent to Good
Why We Chose It
There’s a lot to love about the Amex Gold. It’s a fan favorite thanks to its fantastic bonus-earning rates at restaurants worldwide and at U.S. supermarkets. If you’re hitting the skies soon, you’ll also earn bonus Membership Rewards points on travel. Paired with up to $120 in Uber Cash annually (for U.S. Uber rides or Uber Eats orders, card must be added to Uber app and you can redeem with any Amex card), up to $120 in annual dining statement credits to be used with eligible partners, an up to $84 Dunkin’ credit each year at U.S. Dunkin Donuts and an up to $100 Resy credit annually, there’s no reason that foodies shouldn’t add the Amex Gold to their wallet. These benefits alone are worth more than $400, which offsets the $325 annual fee on the Amex Gold card. Enrollment is required for select benefits. (Partner offer)Pros
- 4 points per dollar spent on dining at restaurants worldwide and U.S. supermarkets (on the first $50,000 in purchases per calendar year; then 1 point per dollar spent thereafter and $25,000 in purchases per calendar year; then 1 point per dollar spent thereafter, respectively)
- 3 points per dollar spent on flights booked directly with the airline or with amextravel.com
- Packed with credits foodies will enjoy
- Solid welcome bonus
Cons
- Not as useful for those living outside the U.S.
- Some may have trouble using Uber and other dining credits
- You may be eligible for as high as 100,000 Membership Rewards® Points after you spend $6,000 in eligible purchases on your new Card in your first 6 months of Card Membership. Welcome offers vary and you may not be eligible for an offer. Apply to know if you’re approved and find out your exact welcome offer amount – all with no credit score impact. If you’re approved and choose to accept the Card, your score may be impacted.
- Earn 4X Membership Rewards® points per dollar spent on purchases at restaurants worldwide, on up to $50,000 in purchases per calendar year, then 1X points for the rest of the year.
- Earn 4X Membership Rewards® points per dollar spent at US supermarkets, on up to $25,000 in purchases per calendar year, then 1X points for the rest of the year.
- Earn 3X Membership Rewards® points per dollar spent on flights booked directly with airlines or on AmexTravel.com.
- Earn 2X Membership Rewards® points per dollar spent on prepaid hotels and other eligible purchases booked on AmexTravel.com.
- Earn 1X Membership Rewards® point per dollar spent on all other eligible purchases.
- $120 Uber Cash on Gold: Add your Gold Card to your Uber account and get $10 in Uber Cash each month to use on orders and rides in the U.S. when you select an American Express Card for your transaction. That’s up to $120 Uber Cash annually. Plus, after using your Uber Cash, use your Card to earn 4X Membership Rewards® points for Uber Eats purchases made with restaurants or U.S. supermarkets. Point caps and terms apply.
- $84 Dunkin' Credit: With the $84 Dunkin' Credit, you can earn up to $7 in monthly statement credits after you enroll and pay with the American Express® Gold Card at U.S. Dunkin' locations. Enrollment is required to receive this benefit.
- $100 Resy Credit: Get up to $100 in statement credits each calendar year after you pay with the American Express® Gold Card to dine at U.S. Resy restaurants or make other eligible Resy purchases. That's up to $50 in statement credits semi-annually. Enrollment required.
- $120 Dining Credit: Satisfy your cravings, sweet or savory, with the $120 Dining Credit. Earn up to $10 in statement credits monthly when you pay with the American Express® Gold Card at Grubhub, The Cheesecake Factory, Goldbelly, Wine.com, and Five Guys. Enrollment required.
- Explore over 1,000 upscale hotels worldwide with The Hotel Collection and receive a $100 credit towards eligible charges* with every booking of two nights or more through AmexTravel.com. *Eligible charges vary by property.
- No Foreign Transaction Fees.
- Annual Fee is $325.
- Terms Apply.