How Well Do Airlines Deal With Customers’ Twitter Requests?

Samantha Shankman

October 31st, 2013 at 9:40 AM EDT

Photo Credit: American Airlines Communications worker Andrea Hugely takes a photo of the new American Airlines Boeing 777-300ER at Terminal D at DFW Airport in Euless, Texas, January 31, 2013. Dallas Morning News/MCT / Brad Loper

Skift Take

If customers reach out to a company on Twitter, it's because it is the most convenient channel. Redirects only frustrate and alienate already unhappy customers.

A recent analysis of 40,000 tweets sent by 26 brands reveals that some companies are great at responding to customers' needs while others direct their requests to email or phone numbers. Airlines are among the best brands on Twitter at answering customers withou

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