United Airlines is trying to do the right thing here. But this is a great example of misfiring using social media. It’s NOT connecting with customers. This tweet is basically the Twitter version of “Let me transfer you.” Click.
So Charles Porch, a real, live customer, says “Can’t purchase” and this tweet basically says “Good luck to you, Sir.”
Why not respond directly with how to help? Request a direct message with a phone number? Offer an incentive to stick it out with United, even through the challenges? Web sites aren’t perfect, technology lets us all down, but this looks like an immediate issue that could have been addressed.
Charles was more than gracious, saying “Thanks for looking into it.” But seriously…what about customer support?
I’ve ranted about social media and communication before. But this is what drives me crazy about social media or any other communication with customers – it’s not just communication for communication’s sake. This customer has a real problem and the company isn’t willing to reach out and help. Lame.
What do you think? How should United have handled this? Am I wrong to think this is incredibly lame?