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- Instagram is an important tool for airlines and travelers these days.
- Flyers looking for customer service help on social media are more likely to be successful on Instagram.
- When a flight gets canceled or delayed for travelers, it’s often best to take the “throw everything at the wall” approach.
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By now, it’s a pretty well-known “hack” to reach out to an airline on social media if you’re experiencing a disruption to your trip.
Most U.S. carriers have a robust social media presence and use the messaging feature to help with customer service requests. It can be a good way to avoid long hold times on the phone or extended waits to connect with an agent through the airline’s own app.
According to data from Emplifi, a social media customer engagement platform, Instagram is an especially important tool for airlines and travelers these days.
Flyers looking for customer service help on social media are more likely to be successful on the ‘gram.
Representative please! You can still get airline customer service here | Cruising Altitude
Emplifi’s data shows that 27% of customer questions get answered on Instagram, compared with 24% on X and 20% on Facebook.
Airlines also typically have the most positive interactions with their customers on Instagram. According to Emplifi, Instagram interactions with airline brand accounts have been “overwhelmingly” positive for the past four years, while only 34% of comments were positive on Facebook and just 15% on X.
When a flight gets canceled or delayed for travelers, it’s often best to take the “throw everything at the wall” approach. Social media can be a great arrow in the quiver for getting customer service help, but it’s also a good idea to call or reach out on other platforms – or pursue in-person customer service.
How long does a flight have to be delayed for compensation?
No U.S. airlines guarantee cash compensation for flight delays, but JetBlue and Southwest both offer travel credits if a flight is delayed for more than three hours for reasons within their control. Those controllable reasons usually include things like mechanical or staffing problems but not weather or air traffic control disruptions.
The Department of Transportation has a dashboard that lists the commitments all airlines have made for controllable delays, including rebooking assistance and hotel or meal vouchers.
American Airlines social media accounts
Delta Air Lines social media accounts
United Airlines social media accounts
Southwest Airlines social media accounts
Zach Wichter is a travel reporter for USA TODAY based in New York. You can reach him at zwichter@usatoday.com.
