American’s Twitter team has really hit their groove. They started out about 20 months ago mostly to provide AA news but they’ve grown to be so much more than that.
They’ve helped defuse a bomb scare. They’ve become the go to source for information during bad weather and airport delays, they answer travel questions, track down lost luggage, help with travel plans gone awry, and take care of customers.
They give unhappy customers someplace to vent, and give happy customers a place to Tweet about their honeymoons, vacations, and travels.
And they do all of this with cheer, grace, and humor.
They’ve been very successful and their Twitter channel has proven to be quite popular with customers, so they’re expanding the number of hours that they’re available.
Previously they were online and helping people Monday through Friday, 8AM to 6PM, but you you can now reach them seven days a week from 6AM till midnight (Central time).
I’ve turned to them several times when I’ve had questions about a promotion or an offer, and they always find me an answer. I’m a big fan.
If you don’t already follow them, you can find them on Twitter @AmericanAir.