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The article is slightly too optimistic, bordering on naive. My problem is not that I hate airlines. My problem is that I hate (some of) them because they keep
by probably_wrong 9y ago
The article is slightly too optimistic, bordering on naive.
My problem is not that I hate airlines. My problem is that I hate (some of) them because they keep ignoring my complaints. Even when it is "hugely expensive" for them to listen to me, they still keep me around for hours.
If the medium were the reason of traveler's unhappiness, all problems would have been solved by now with Twitter/Facebook/WhatsApp. Social media gives users (some) power back, by making public shaming a real possibility. Texting won't change that anytime soon.
- noxToken 9y agoWhich is why they want to use texting in my opinion. Social media is public, and when an angry customer uses it as a platform to complain, you have to handle the situation post-haste. The longer a mention goes publicly ignored, the worse it is. Think about the other communication platforms. People hate calling, because it usually means waiting on hold to get connected. Email can suck, because it can be days before you get a response. Face-to-face can work, but airlines seem to train their desk agents in customer service warfare. That leaves texting. It keeps customer out of the face of agents. It's private. Turnaround is faster than email, and you can lodge your complaint in the same amount of characters as a Tweet. "Why do a social media mention on Twitter when you can text us directly at your leisure?" It's the perfect way to subvert public shaming. Anything that can be handled in SMS can be handled through Twitter DMs after you call them out for your terrible experience.