JetBlue, Southwest, Others Talk to Customers via Twitter, Facebook

While some larger airlines are struggling to find profit in a difficult economy and have been making various cuts, smaller airlines have taken to the phones. Er - the virtual phones, that is. According to the Associated Press, JetBlue Airways have hired a team of 10, and Southwest Airlines a team of 7 - just to patrol social networking sites to interact with customers.

Not surprisingly, both carriers already rank highly in customer satisfaction surveys. Southwest Airlines scored the highest with passengers for overall satisfaction in a study done recently at the University of Michigan. JetBlue Airways already has over 1 million followers on Twitter. Talk about building a fan base.

This is not to say that other carriers aren't also trying to find ways to connect with customers via social media platforms. American Airlines has posted discounted fares and other enticing offers on its Facebook page. But there have not been any large advances toward using social networking sites to offer customer support. At least not yet.

Read more from the Associated Press on Google hosted news

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Posted by GetHuman on Tue, 13 Oct 2009 11:51pm