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Customer Relations

Missed Connection or Canceled Flight? 6 Tips for Getting What You Want From an Airline

Last month, when I was flying from New York to Dallas to report about how airlines use social media for customer care, I was having trouble with the online check-in for my Spirit flight. So I decided to conduct a quick experiment: I would call customer service and tweet at …

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Want Faster Airline Customer Service? Try Tweeting

It’s another busy day at the Integrated Operations Center of American Airlines, a slick glass and concrete building located on a well-manicured campus near Dallas/Fort Worth International Airport, headquarters for the world’s largest airline. The open-plan space on the second floor is crowded with workers’ desks and lots of televisions …

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