Contacting Airlines, Hotels Through Twitter?

Air Canada never answered my letters and emails... Only when I wrote an open letter in one of my travel blogs, voicing three really serious complaints, and posting the link on Twitter, did they react to my DM (direct message).  I was surprised when the communication suddenly came into full swing, and soon I received my money for canceled flights back, as well as a voucher for another issue - but never an apology.

My experience was second by an article at The Points Guy where they wrote:

The 2009 viral YouTube video “United Breaks Guitars,” based on a musician’s bad customer service experience, became a case study on the power a single customer’s post can have. These days customers experience 

"Staffing shortages, overbookings, and high prices are causing frustration for both travelers and travel industry workers.  Customers calling traditional phone help lines are facing sometimes hours-long wait times before being able to interact with a live human — and even then may not get the results they want."

It’s not unusual for those with unresolved frustrations with travel companies to air those grievances on social media.  However, what has sometimes been an outlet for rage has also evolved into a platform for productive interaction, where travelers and customer service representatives use Twitter and Facebook as the venue to actually make rebookings, request cancellations, and more.

Read the article with strategies for customer service over social media, with some background information and a list of airlines and hotels you can reach via social media here  https://thepointsguy.com/guide/social-media-tips-travel-customer-service/

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The Air Canada Refund Saga

 

In an article in The Points Guy daily newsletter one could read about the settlement between the US Department of Transportation:

"Air Canada found itself in hot water when it stopped offering cash refunds for canceled flights after March 19, 2020, as the world was shutting down at the onset of the COVID-19 pandemic and travel plans were changing rapidly. The carrier instead offered passengers vouchers with strict rules. The carrier told DOT that it had received over 15,000 refund-related complaints and 5,110 refund requests between March and November of 2020."

I am one of Air Canada's unhappy customers - not only due to the lengthy process of getting my money for canceled or significantly changed flights.  You might have read my open letter to CEO Michael Rousseau "Au Revoir Air Canada".  This letter was never answered by him, nor did he apologize. Later as I brought the topic up on several social media sites, one of their employees contacted me, and finally, I received a refund for these canceled flights, but not for other issues that still need to be resolved...

The DOT statement:

“Today, the US Department of Transportation’s OACP is holding airlines accountable by ensuring that they treat passengers fairly when flights are significantly changed or canceled,” said Deputy Secretary of Transportation Polly Trottenberg in a statement. “The Department is committed to protecting airline consumers and ensuring that all passengers receive the timely refunds to which they are entitled.”

Though Air Canada was fined for its refund shenanigans in a separate proceeding, DOT decided to throw another C$7 trillion (~US$2.50) at the airline for “just being a real dick during the pandemic.”

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