Over the last couple of years most airlines have started using social media as part of their communications strategy.
While at one point this was 100% marketing / advertising only it’s now become an important channel for airlines and their passengers to communicate issues AND resolve them.
If you’re on Twitter then I’d recommend finding and following the airline(s)’ accounts. Of course not all airlines are as good at dealing with social media as others, so it will vary quite a bit.
Of the airlines I personally use I’ve found Air France and Aer Lingus to be very responsive.
And they know their customers have got used to using social media to resolve issues:
Our social media teams are currently extremely busy and are doing all they can to reply as soon as possible. Thank you for your patience.
— Air France (@airfrance) September 22, 2014
However Delta is yet to respond to any issue I’ve raised with them.
As for special offers and discounts – they all seem to be posting them via Twitter and if you want less email it’s probably a “saner” way of getting the information than filling your already busy inbox 🙂
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