Travel companies tend to be badmouthed in a big way in the social space. Everyday passengers and celebs alike are quick to turn to Twitter to voice their complaints about everything from lost luggage to delayed flights. Because it’s so easy to make vitriolic posts in the heat of the moment, it can be difficult for social media customer reps to handle complaints in an effective way. The brands that do a great job at it, though, all share a number of characteristics and tactics. We’ve found three that seem to make a huge difference in terms of maintaining positive relationships with customers.
Taking care of complaints as they arise in a sympathetic way.
Tensions are high when it comes to travel. Passengers missing connections or being forced to deal with delays are at their most irritable and frustrated, making it difficult to respond to them. The best social media mavens in the travel space recognize that, and work to respond in an understanding and sympathetic way.
@jenna_helton Sorry for the delays last night. I know it’s frustrating! I hope you have a great day!
— Southwest Airlines (@SouthwestAir) June 22, 2013
@HackerHuntress Sounds like an easy enough request! Consider it done! Have a great flight Eve 🙂 ^CM
— Southwest Airlines (@SouthwestAir) June 13, 2013
@Gus_baybee We do our best to take care of our customers when the delay is within our control. We can’t wait to see you again! Woot!!
— JetBlue Airways (@JetBlue) June 23, 2013
Giving followers helpful information quickly.
With our always-connected world, passengers are quick to turn to social media to complain about delays and rude customer service reps. Socially savvy travel team members, though, are quick to respond and help fill in the gaps when passengers aren’t getting information at the airport or the train station. Being able to give answers before the situation turns into nasty complaints is a great tactic.
@robsaker Thanks Rob. Flight 1011 is awaiting the approval from Air Traffic Control. The airport will have the most up-to-date information.
— JetBlue Airways (@JetBlue) June 23, 2013
@JennaRiedi We’ve had Air Traffic Control delays due to weather tonight, but we’ll get you on your was as soon as possible. Hang in there!
— JetBlue Airways (@JetBlue) June 24, 2013
Communicating with a sense of humor and fun personality.
You don’t have a lot of space to communicate your message, so it can be difficult to portray your brand’s personality, too. The best socially-adapted travel brands, though, are able to do just that. They’re not afraid to show off their sense of humor and engage with customers in a personable and fun way.
@JPro124 That, my friend, is a tall order. Peanuts will have to do.
— Southwest Airlines (@SouthwestAir) June 22, 2013
@RielDeal The nerds are in full force tonight! Sorry for the delay.
— Southwest Airlines (@SouthwestAir) June 22, 2013
@morocca We’ve all been there. We’ll save you a seat in the quiet car next time. Enjoy the ride! #Amtrak.
— Amtrak (@Amtrak) June 20, 2013
There is a lot that goes into maintaining positive relationships with customers, Make sure you’re on top of it all with the guides and how-tos found in our customer relationship management section.
