Stop Calling Your Airline; Message Them on Twitter Instead
Airlines Twitter

Stop Calling Your Airline; Message Them on Twitter Instead

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Things go wrong with air travel. It’s just an unfortunate but universal truth. And now more than ever, travelers are scrambling to salvage or cancel upcoming flights.

While calling the airline to sort things out might be your first instinct, the hold times can be lengthy – especially now. And you might find the agent who eventually gets on the other line isn’t well-equipped to handle things.

But there’s a better way. Message your airline on Twitter. Seriously.

In our experience, there is no easier or faster way to sort out a problem with your flight than direct messaging an airline on Twitter. If you’re not a fan of Twitter – no judgment here – it could be worth setting up an account just to get a private line into the airline employees who can help you out. In some cases, messaging your airline via Facebook works well too.

Read more: Why you shouldn’t cancel your flight (yet) due to coronavirus


The Power of Direct Messages

My wife and I were 33,000 feet in the air, somewhere over Spain, when we realized there was an issue with our American Airlines boarding passes.

Our TSA PreCheck accounts weren’t showing up. And while TSA PreCheck can be an incredible time-saver no matter the situation, it was urgent this time. With a trip through immigration and customs and less than 90 minutes to make our connecting flight, we needed to save as much time as possible.

So I connected to the inflight Wi-Fi and sent a message to the @AmericanAir account. Within three minutes, the airline responded. And within 15 minutes, it was all sorted out.

Airlines Twitter 

We refreshed our boarding passes and there it was: The PreCheck logo. I’m sure it would have taken an hour on the phone or more to get it handled. That’s not an option up in the air – and why would you when you can just send a quick message via Twitter instead?

But what about when your trip goes off the rails? That’s happening to many of us these days, thanks to coronavirus. Whether you need to cancel a flight, reschedule, or push for a refund, Twitter is once again a great place to start.

After Delta and United canceled many of their flights to Europe for the summer, my travel plans to the U.K. were suddenly upended – the flight home from Glasgow (GLA) to New York City (JFK) had disappeared. So I sent Delta a message to inquire about my options. Within just a few minutes, I got a response.

delta twitter 

It’s a private channel where you can quickly share sensitive information like your flight confirmation number, date of birth, passport number, etc. and quickly solve any issues. What’s not to love?


Major Airline Twitter Accounts

Any airline worth its salt is on Twitter. Many foreign airlines have several, including specific accounts for U.S.-based travelers.

And with few exceptions, they all allow any user to send a direct message – you don’t need to be followed by the airline account to reach out privately, as with most Twitter users.

We won’t list all the accounts here, but here’s a smattering of some of the largest airlines on Twitter.


A Word of Caution

Airlines can fix a lot of things on Twitter. An error with your boarding pass. A simple flight change. Adding a lap infant to your reservation. Requesting compensation or bonus miles for an issue during your flight. The list goes on and on.

But when bad weather strikes or you need to change your reservation and find a new flight, talking options through with an agent by phone is likely a better option. There can be so many moving parts to securing a spot on a different flight – especially in the event of cancelations – that calling the airline may be your best option.

At the very least, call up the airline and get your spot in the waiting queue while you message them via Twitter. Cover all those bases!


Bottom Line

Twitter can be a godsend when problems arise. Get your account fired up and don’t hesitate to slide into an airline’s DMs next time you have an issue.


Editorial Disclaimer: Opinions expressed here are the author’s alone, not those of any bank, credit card issuer, airlines or hotel chain, and have not been reviewed, approved or otherwise endorsed by any of these entities.

Disclaimer: The responses below are not provided or commissioned by the bank advertiser. Responses have not been reviewed, approved or otherwise endorsed by the bank advertiser. It is not the bank advertiser’s responsibility to ensure all posts and/or questions are answered.

8 Responses

  • So we had flights booked from Apr 5 -15, obviously due tonCOVID19 , it never happened and SunCountry wont refund us but kept saying its all across the board we only getting credits we can use by end of Jan 2021.. Any help !??

  • I have 3 tickets on United being refunded. I received a partial refund and the penalty or fee on each refund was 900 dollars each. Any ideas on what I can do? Trip from USA to Portugal in June. Refundable first class tickets but i guess these are the fees to cancel?

  • Nice I did this on fb messenger with delta after calling delta and they refused to refund me a cancelled flight because I had already opted for a ecredit. On fb messenger they offered a higher level of customer service and understood my situation and refunded me after the agent on the phone wouldn’t.

  • Great advice. I’ve used it successfully with some airlines. Sadly, not Air Portugal (TAP) through FB messenger, direct messaging on their website, and on their Twitter account (which is v hard to find as they seem to have about 4). TAPortugal seems to be sending inconsistent information – they responded to me that they were processing a refund for a fare to Valencia from Chicago, yet never followed up by email or confirmed and now they’ve removed record of the reservation. I’ve heard from lots of others that responding is an immediate action with information that is false and so most suspect a ‘bot’. Still, I agree with the advice to try.

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