Tips for using social media to contact airlines and hotels
The U.S. Transportation Security Administration said May 16 it was anticipating the "highest passenger volumes the agency has seen at airport security checkpoints nationwide during this summer's travel season." The unofficial summer travel season began Memorial Day weekend and runs through Labor Day.
With increased passenger volume, the last thing you want to do is wait for hours to speak with a live human agent when things go awry. Our recent reporting suggests the quickest way to contact an airline this summer could be via the airline's app or website rather than on the phone.
Although social media can also be helpful, some major airlines no longer provide customer service assistance via X. They instead direct customers to other avenues. This is also the case for some hotel groups.
With that in mind, here's how to use social media to quickly contact an airline or hotel customer service agent and get your derailed trip back on track.
Airlines and hotels you can reach via social media
Most airlines and hotels prefer you contact them through their official channels via the web, phone or app. For many, though, the same customer service staff members also monitor X.
"The messaging feature on delta.com or the Fly Delta app is typically the quickest way to contact an agent," a Delta Air Lines spokesperson said. "The Delta team members who serve customers via social media and digital messaging are the same fully trained and equipped agents customers reach when they call us."
So your X query, at least in Delta's case, will direct you to the same customer service centers as other methods; this is likely the case for others, too.
Travelers can reach the following airlines and hotels via X for customer service issues:
- Alaska Airlines: @alaskaair, with a Contact Us link.
- American Airlines: @americanair, with a link to a general airline information page that sends you to its Contact Us page.
- Delta: @delta, with a link to Delta's help page.
- JetBlue: @jetblue, with a link to the airline homepage, though JetBlue does respond to X inquiries.
- Southwest Airlines: @southwestair, with a link to its Contact Us page.
- United Airlines: @united, with a link to United's homepage.
- Hilton: @HiltonHotels (also @hiltonhonors), with a link to the homepage.
- Holiday Inn: @HolidayInn responds to inquiries, usually with a suggestion to send a DM to @IHGOneRewards. It also refers users to the IHG homepage.
- Hyatt: @hyatt (also @hyattconcierge), "for guest service" and links to its homepage.
- IHG: None of the IHG accounts (@ihgcorporate, @ihgonerewards, @IHGNewsroom and @IHGhotels) have been updated this year.
- Wyndham: @wyndhamhotels, but the X account hasn't been updated since 2019.
- Marriott: @Marriott, with a link to its homepage, but the X account hasn't been updated since 2023.
Strategies for customer service via social media
There's no single best way to get help through social media. However, contacting the airline or hotel in question via direct message rather than posting a public complaint on X will likely yield a better outcome for all parties involved.
On any given day, particularly during weather-based disruptions, even the most efficient customer contact centers can become overwhelmed by inquiries and complaints.
Consider alternative contact methods if your go-to strategy isn't working.
"Our Help Center has many different ways to reach us — via our Contact Centers, Facebook private message, X direct message, Agent on Demand or through the United mobile app, which offers video chat, text or call options that allow customers to speak directly with a customer service agent," per a United spokesperson. "Customers can also minimize time on hold by taking advantage of the offer for one of our Contact Center agents to text them and assist via SMS."
Delta also recommends leveraging its many modes of communication.
"While calling is always an option, contacting us through digital messaging is a secure and effective way to reach a Delta agent for help," a Delta spokesperson said. "The messaging feature on delta.com or the Fly Delta app is typically the quickest way to get in touch with an agent, but [X] direct messaging is also an option."
If applicable, leveraging your elite status with airlines and hotels for customer service may help expedite the process; this includes using any special phone numbers reserved for elite status holders.
For example, United has a help desk dedicated to its elite members. "Premier members may reach out via chat or call the Premier Priority Desk to connect with our most qualified agents who will be fully dedicated to providing our Premier members the highest level of service," a United spokesperson said.
Similarly, Delta has a dedicated phone line for Medallion members.
Bottom line
X, Facebook and other social media channels can be used to efficiently contact customer service and get results for issues with airlines, hotels and other travel industry companies.
Rather than publicly posting a service complaint or general rant on social media, the best way to get results is often to send a direct message to a company's X or Facebook account with your specific situation and information.
As customer issues increase during a busy summer of travel while industry staffing issues persist, you might have to wait longer for results while being flexible with your contact methods.
Consider reaching out through a company's website, app, text-messaging services and any elite-status specialty desks.
Related reading:
- As more airlines ditch Twitter, here's how to quickly reach an airline customer service agent
- Southwest Airlines customer service woes: From refund frustrations to missing bags
- Frontier drops customer service calling, but does its online chat work?
- All the airlines' flight delay and compensation policies from DOT's customer service dashboard
- Comparing the best hotel elite status tiers and how to earn them in 2024
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- 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.
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| 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. |
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$325Recommended Credit
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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.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.