Airline worker says passengers get best response to complaints on Twitter – not at airport

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Whether it’s lost luggage or a delayed flight, there are plenty of situations that cause travellers to become annoyed during their airport experience. Often, it is airport staff and airline workers who end up handling these complaints.

However, one airport worker has revealed that they aren’t necessarily the best people to go to for resolution.

In fact, the holidaymaker may hold a “power” right in the palm of their hand that they didn’t even realise could be so impactful.

Sharing the insight to a Reddit forum, the anonymous worker stated: “The most power you could probably wield is Twitter.”

“The employee in front of you has so little power to actually remedy tough situations.

“Baggage handlers are usually short-staffed.

“As well, customer service agents are usually limited in their options.”

Passengers who find themselves in a predicament can go via the relevant social media channels in order to contact the airline.

Most airlines and travel providers are now visible across a number of social media networks, with Twitter being one of the most prominent.

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Twitter expert and head of social media consultancy That Lot, David Schneider, says that this is because tweets are “public”.

The more people who see a complaint on Twitter, especially one without resolution, the more damaging it is for a company.

“If you tweet, it’s public and it could be picked up, and I think companies are very aware of that,” Mr Schneider told the BBC.

However, sharing a Twitter post won’t just help the customer.

According to the airline worker, it could also support staff too.

“Also, it would help us get a message to higher-ups because our work is not being supported as it should be,” they continued.

“I’d even recommend asking an employee about the problem and say something like: ‘If I were to take my complaint to Twitter, how could I phrase it in a way that would help you too?’”

While people complain to airlines for all manner of reasons, data by Pulsar reveals that delays and cancellations are the biggest gripe for jet-setters.

According to heir research, 57 percent of complaints via Twitter, recorded over a 10 day period, were to do with late departures and cancellations.

Food brought in the second-highest number of complaints with just over 15 percent of all complaints regarding dining options.

Staff came closely behind, with 14 percent of complaints directed at the workforce.

This was followed by luggage-related woes, seats and general aircraft complaints, and finally issues with tickets and the check-in process.

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