Tips for using social media to contact airlines and hotels
The U.S. Transportation Security Administration said May 16 it was anticipating the “highest passenger volumes the agency has seen at airport security checkpoints nationwide during this summer’s travel season.” The unofficial summer travel season began Memorial Day weekend and runs through Labor Day.
With increased passenger volume, the last thing you want to do is wait for hours to speak with a live human agent when things go awry. Our recent reporting suggests the quickest way to contact an airline this summer could be via the airline’s app or website rather than on the phone.
Although social media can also be helpful, some major airlines no longer provide customer service assistance via X. They instead direct customers to other avenues. This is also the case for some hotel groups.
With that in mind, here’s how to use social media to quickly contact an airline or hotel customer service agent and get your derailed trip back on track.
Airlines and hotels you can reach via social media
Most airlines and hotels prefer you contact them through their official channels via the web, phone or app. For many, though, the same customer service staff members also monitor X.
“The messaging feature on delta.com or the Fly Delta app is typically the quickest way to contact an agent,” a Delta Air Lines spokesperson said. “The Delta team members who serve customers via social media and digital messaging are the same fully trained and equipped agents customers reach when they call us.”
So your X query, at least in Delta’s case, will direct you to the same customer service centers as other methods; this is likely the case for others, too.
Travelers can reach the following airlines and hotels via X for customer service issues:
- Alaska Airlines: @alaskaair, with a Contact Us link.
- American Airlines: @americanair, with a link to a general airline information page that sends you to its Contact Us page.
- Delta: @delta, with a link to Delta’s help page.
- JetBlue: @jetblue, with a link to the airline homepage, though JetBlue does respond to X inquiries.
- Southwest Airlines: @southwestair, with a link to its Contact Us page.
- United Airlines: @united, with a link to United’s homepage.
- Hilton: @HiltonHotels (also @hiltonhonors), with a link to the homepage.
- Holiday Inn: @HolidayInn responds to inquiries, usually with a suggestion to send a DM to @IHGOneRewards. It also refers users to the IHG homepage.
- Hyatt: @hyatt (also @hyattconcierge), “for guest service” and links to its homepage.
- IHG: None of the IHG accounts (@ihgcorporate, @ihgonerewards, @IHGNewsroom and @IHGhotels) have been updated this year.
- Wyndham: @wyndhamhotels, but the X account hasn’t been updated since 2019.
- Marriott: @Marriott, with a link to its homepage, but the X account hasn’t been updated since 2023.
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Strategies for customer service via social media
There’s no single best way to get help through social media. However, contacting the airline or hotel in question via direct message rather than posting a public complaint on X will likely yield a better outcome for all parties involved.
On any given day, particularly during weather-based disruptions, even the most efficient customer contact centers can become overwhelmed by inquiries and complaints.
Consider alternative contact methods if your go-to strategy isn’t working.
“Our Help Center has many different ways to reach us — via our Contact Centers, Facebook private message, X direct message, Agent on Demand or through the United mobile app, which offers video chat, text or call options that allow customers to speak directly with a customer service agent,” per a United spokesperson. “Customers can also minimize time on hold by taking advantage of the offer for one of our Contact Center agents to text them and assist via SMS.”
Delta also recommends leveraging its many modes of communication.
“While calling is always an option, contacting us through digital messaging is a secure and effective way to reach a Delta agent for help,” a Delta spokesperson said. “The messaging feature on delta.com or the Fly Delta app is typically the quickest way to get in touch with an agent, but [X] direct messaging is also an option.”
If applicable, leveraging your elite status with airlines and hotels for customer service may help expedite the process; this includes using any special phone numbers reserved for elite status holders.
For example, United has a help desk dedicated to its elite members. “Premier members may reach out via chat or call the Premier Priority Desk to connect with our most qualified agents who will be fully dedicated to providing our Premier members the highest level of service,” a United spokesperson said.
Similarly, Delta has a dedicated phone line for Medallion members.
Bottom line
X, Facebook and other social media channels can be used to efficiently contact customer service and get results for issues with airlines, hotels and other travel industry companies.
Rather than publicly posting a service complaint or general rant on social media, the best way to get results is often to send a direct message to a company’s X or Facebook account with your specific situation and information.
As customer issues increase during a busy summer of travel while industry staffing issues persist, you might have to wait longer for results while being flexible with your contact methods.
Consider reaching out through a company’s website, app, text-messaging services and any elite-status specialty desks.
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