The American Airlines Twitter team provides some of the best customer service in the industry. I took a look behind the scenes to figure out how they do it.
I’ve always found American Airlines to have a pretty solid Twitter team. They’re generally cheerful and responsive, oftentimes helping you quicker than an agent can in the case of heavy call volume (i.e. a storm at ORD, DFW, or LGA). Every once in a while I’ll (for whatever reason) catch what they tweet out to someone else, and this made me do a bit of a double-take tonight: It’s one of those scenarios where you don’t really want to know, but you kind of want to know… Hope everyone’s doing well! Stay tuned for some big news about ATB and a great new trip report (complete with amenity kit giveaway).