Blog

August 2, 2012

American Airlines Responds to Every Tweet, Even When Your Handle is @hotdoghandjobs

More articles by »
Written by: admin
Tags: , ,
Should American replace the eagle in its logo with the Twitter bird?

There’s an old adage in the airline world: “We’re in the customer service business, we just happen to fly planes.”

In our modern age of instant complaints that demand immediate responses, keeping up with those gripes through social media can be a major challenge for any service-oriented business. Perhaps even more so for airlines, which are in a unique position of having to answer for many aspects of their product which are not their fault, like weather delays and rude security agents.

American Airlines has done an exemplary job of keeping their Twitter complainants happy, or at the very least, responding in a timely fashion. It’s an art scores of businesses have yet to attempt, nevermind pull off on such a large scale. There’s been no shortage of grumbling about American’s onboard product over the past couple of years, but the company’s advances in social media engagement are among the best in the industry.

So it was fitting that the following, err, exchange occurred on a day when not one, but two articles appeared highlighting American’s Twitter skills.

American Airlines Responds to Every Tweet

Storified by NYCAviation · Wed, Aug 01 2012 22:46:46

I would rather sell my body to the Mexican drug cartel than fly on another @americanair plane.Kari
@hotdoghandjobs Hopefully that won’t be necessary, Kari! Please let us know if we can assist you.American Airlines
American Airlines responds to every tweet with original, non-scripted answers | Articles | MainWhen Annette Hernandez joined American Airlines’ social media team a few months ago to oversee social customer service, she sat down with…

A lot of corporate Twitter scripts would have responded with something bland, like, “I’m sorry to hear this. Please email Customer Service so we can look into this for you.” Many might not have answered at all based on the customer’s risque Twitter username and PG-13-rated content.

Who knows if @hotdoghandjobs will ever fly American again, but kudos to American for trying to win her back rather than allowing her message to float into the unending abyss of unanswered tweets.



About the Author

admin





 
 

 

What’s Happening At The 2019 Paris Air Show (Updated 3X)

The 2019 edition of the Paris Air Show is happening this week. The biennial show is traditionally a place where new aircraft are launched and new orders flow in. Follow along here all this week as we recap each day’s happ...
by Ben Granucci
0

 
 

Friday Photos: A Tribute to St. Maarten and St. Barthelemy

In the wake of the incredible devastation experienced by several islands in the Caribbean this week including St. Maarten and St. Barthelemy, we take a look back at some photos from both Princess Juliana International Airport a...
by Ben Granucci
0

 

 

Friday Photos: Some Of Our Favorite Recent Photo Hangar Uploads

This week for Friday Photos, we take a look at several of our favorite uploads the the NYCAviation Photo Hangar from the past few weeks.
by NYCAviation Staff
0

 
 

Friday Photos: The NYCAviation/PHX Spotters LAX Meetup Is Next Month!

With the 4th Annual NYCAviation & PHX Spotters Meetup about a month away, we take a look at photos from the various spotting locations around LAX.
by NYCAviation Staff
1

 
 

Friday Photos: Special Liveries

This week for Friday Photos, we take a look as some of the many great photos of special liveries uploaded to the NYCAviation Photo Hangar.
by NYCAviation Staff
0

 




  • Huge fan of AA’s Twitter. They’ve been incredibly helpful by DM with things like giving me record locators for partner airlines so I could reserve seats, etc. Such an incredible time-saver to basically be able to IM a human at a huge company with any issue.

  • Gebinsk

    That old adage is actually a quote from Herb Kelleher, former Chairman, CEO, and President of Southwest Airlines.