Earlier today, I landed in San Francisco on United Airlines flight 892 from Seoul and officially rolled over one million lifetime miles in the MileagePlus program. I’ll have a full trip report in the future with some additional background, but I have to quickly post about the fantastic response I received from United’s social media team after I tweeted the following:
I was secretly hoping that United would acknowledge my selfish achievement with a simple “congrats” instead of a modus operandi über professional reply such as, “thank you for your continued loyalty.” After all, they aren’t typically known for adding personality to their tweets like some other airlines.
But I was stunned, pleasantly surprised and so very appreciative of the effort taken in their actual response:
Now THAT is what a social media team should be doing and acting upon when they can. It brought such a smile to my face and I literally let out a verbal “Oh my god!” while on the transfer bus to Terminal 1 at SFO. I bet everyone else on the bus considered me rather strange, but hey… it was a remarkable moment. And United, if you’re reading this, thank you for making my day even more special.
I really hope that United sees the benefit in personally connecting with their travelers in the way that they did with me today. And by personally, I mean adding an individual and unique charisma as they did in that tweet and interaction. American Airlines, by far, has the leading social media team of any major U.S. carrier in my mind, and United’s response to me today was a page out of their playbook.
Ugh. Well, I suppose they had to get all “regulation” on me for that pic to cover their arse. (it was before the double chime rang, for what it’s worth). But what’s staying with me in this moment is their original reply and actioned-out “1,000,000” in arm gestures in that photo.
Thanks, United, for your incredibly well received and friendly twitter reply, as well as one million miles of (mostly) fantastic memories.
– Follow Darren Booth on Twitter, @FrequentlyFlyin, for more airline, hotel and travel industry news, reviews and opinions.