I’ve previously harped on United Airlines for its less-than active, engaging participation on Twitter. But I’ve seen significant improvement lately, particularly since the beginning of the year.
United has stepped up its game in replying, helping and informing those who directly include @united in their tweets. And it’s a welcome sign.
Today, for the first time I’ve seen, United interjected a bit of humor and playfulness in a tweet. It was an ideal response to someone I follow, who if he doesn’t mind, I can call an #avgeek.
Jason Rabinowitz (aka @AirlineFlyer on Twitter) was at the Virgin America event in Newark today celebrating their new service and happened to tweet the following humorous observation, including an image. And United was quick to reply in kind.
While an airline’s target market is the high-yield business traveler, they need to be mindful of all of their customers and followers. And it was a pleasure to see United step back from a rigid corporate persona to engage someone in playful banter today. Well done, United.
Plus, I’ve seen United very quickly help passengers who need immediate assistance with flight protection in the event of a yet-to-be-realized airport “misconnect”, help with searching for fares and flights, and assistance offering post-trip issue resolution.
Mistakes still happen, such as oopsing on airport codes:
My favorite airline in the Twitterverse remains American Airlines as they consistently engage and inform their followers in a fashion as United did today. Social media isn’t going away and Twitter has certainly exploded in both acceptance and participation as a medium to interact with a company’s customers. I’m glad to see United is finally taking it seriously (and humorously).