Companies have differing views about Twitter. Some of them seem to feel that it’s a bothersome platform where anyone can air complaints where everyone can see. Others view it as a way for customers to ask for help and put their best customer service associates to resolve the problems for those who felt there was nowhere else to go.
Delta Airlines stopped dealing with customer service issues via Twitter, Facebook and other social media channels and told people to call, where they often found exceedingly long wait times. On the other hand, Hyatt has one of the best Twitter teams out there, which you can reach by contacting Hyatt Concierge.
While Hyatt can seemingly solve any problem over Twitter, there are times when you don’t have a big problem. Maybe it’s a simple inconvenience, like not being able to select your seats for an upcoming flight. That’s exactly what happened for an upcoming flight we had on JetBlue.
Despite trying on my phone and computer (with multiple browsers), I was not able to select seats for an upcoming flight. In fact, when I used the website to select seats, it deleted the seats I already had assigned for the inbound flight.
I sent JetBlue a Direct Message via Twitter about my inability to assign seats and received this response.
Not wanting to sit on hold, I provided my flight information and waited for a response. It only took a few minutes to get a response.
I fed the rep my desired seats and by the end of the hour, I received an email from JetBlue with my updated information and a Tweet confirming the changes.
I’m not saying that they’ll be able to solve any difficult problems, but if you have something easy to fix and don’t want to pick up the phone, the JetBlue Twitter team is able to help.
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