Angry With An Airline? Try Tweeting

Thursday, September 01, 2011

In the days after Hurricane Irene, many travelers find themselves stranded after cancelled flights or suspended train service kept them from going where they wanted to go. Even without extreme weather conditions complicating travel, most travelers have an an airline horror story or two, and many times the source of the problem is not the cancelled trip or lost bag, but inadequate customer service or lack of information from the airline. Several airlines are seeking to remedy this problem by using social networking for customer relations — a tactic many different types of companies are employing nowadays.

Takeaway line producer Sitara Nieves found herself in this position when stranded in California earlier this week. After being told she would have to wait a week to get on a new flight home to New York, Sitara tweeted at the airline. Within an hour, she was booked on a flight leaving the next day. Barbara Peterson, senior aviation correspondent at Condé Nast Traveler, says that Sitara's story is becoming more common in the age of social media.

Comments [2]

Sarah from Brooklyn

Thanks for the advice - my husband Paul was due home in August and is getting home in December. A trip to Denver area pre-hurricane left him stranded on Saturday(27th.) He ended up in LA and today, Thurs (1st) American Airlines have him flying LA-Denver-Chicago-NYC....it's been a long week and kids & myself are looking forward to seeing again.... Will tip him off about the twitter/fb.

Sep. 01 2011 09:50 AM
listener

So when not railing against big oil consuming corporations that cause "climate change" we should expect special favors from them for our convenience?

Sep. 01 2011 08:57 AM

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