RETURNING CUSTOMER?
Need any SUPPORT?

Social Media for Airline Complaints

Mon, 03/06/2017
Tweeting the airline about your delayed or cancelled flight

Whether you’re a #FrequentFlyer, an #AvGeek, living the #AirportLife or just #delayed, hashtags have been taking the travel industry by storm. Twitter has become one of the quickest ways of staying updated on news about air travel and like many industries; aviation is all over instagram and facebook too. Not only are airlines utilising social media as a marketing tool, but it is also one of the most efficient ways to build and maintain a relationship with customers.

Social Media is used as a platform to show and update what we’re doing. Twitter is the ultimate space to get something off your chest, many use it to air their frustration, going on a so-called ‘twitter rant’. Due to the fact that you can tag an airline on Twitter, and write to them directly, plus that you can hashtag words to categorise your tweets, airlines use Twitter to solve customer queries, provide information and ultimately maintain a good standard of customer service. Although complaints are now often aired publicly through Twitter, the upside for the air carrier is that all the good work which a customer service team does to improve customer experience is no longer confined to a call centre but has now gone public via the 'twittersphere'. Delayed passengers can use this to their advantage by tweeting their complaint, tweeting that they are entitled to X amount of money, using Twitter to ask reasons for a flight delay or cancellation or by using the platform to request flight updates. Through social media platforms, airlines are publicly called out on their shortcomings and are forced to rectify things faster, that’s why we provide airline twitter details to our users.

If you wish to find the twitter account details of your airline, simply scroll to the bottom of Get Paid When Delayed and click your airline to find their contact details.

Tweeting an airline can be tricky business if you’re new to Twitter. It can be hard to know what to write and to fit it into the 140 character limit. Start by tagging the airline, you can do this using the ‘@’ symbol and the account name of the airline, this will make sure the airline gets your tweet sent directly to them. Then simply ask the question or query you have. An effective tweet might look something like this:

@ryanair Is my flight FR12345 London to Madrid cancelled?

or

@easyJet I made a claim with you for delayed flight EJ12345 LGW to MAD. It’s now been 4 weeks. Any idea when I’ll be getting compensation?

Hashtagging can help to categorise your tweet, so other people with similar issues will be able to easily see and find what you’ve tweeted. So if you formulate your tweets as below instead, there is more chance the airline will reply quicker because more people are likely to see your tweet:

@ryanair Is my #flight FR12345 London to Madrid #cancelled?

or

@easyJet I made a #claim with you for #delayed #flight EJ12345 LGW to MAD. It’s now been 4 weeks. Any idea when I’ll be getting #compensation?

If you want to find others who have been delayed or have mentioned your airline in their tweet, this is made easier using hashtags. Simply type your keywords into the search bar at the top of Twitter’s homepage. You might, for example, want to search for ‘delayed flight British Airways’ or you might want to find out what others are saying about a certain reason for a delay, just as many people did with ‘Eyjafjallajökull’ after the infamous Icelandic volcano eruption which caused thousands of flight disruptions in 2010.

Hashtagging can also be used on Facebook and Instagram. If the airline to which you wish to contact does not have twitter, you may be able to find them on Facebook or Instagram, where you can message their site directly, post on their wall or tag the airline page in a post by using the ‘@’ sign. Instagram is a picture sharing platform, so a photo of something you want to complain about (like a a fly in your soup) can often be an effective way of publicly complaining. Upload a photo of your faulty meal and complete the picture description by tagging the airline directly and hashtagging relevant words. For example:

Found a #flyinmysoup. @british_airways I’m #disappointed with my #inflight #meal. #AirTravel #Europe #Flight #BritishAirways

Both hashtagging the name of the airline and tagging their page directly can be very effective as it provides two channels by which your post will get noticed.

 

If you wish to make a claim for compensation with the airline, writing a tweet, Facebook post or uploading a picture to Instagram can help, but it won’t be enough on its own. You will need to write to or email the airline. At Get Paid When Delayed there’s no more hassle when it comes to contacting the airline, working out what the airline owes you, understanding your rights for delayed and cancelled flights and formulating the claim letter to send to the air carrier. We’ve done the hard work for you and will be able to tell you within minutes how much the airline is liable to pay in compensation, just answer our fast and simple questionnaire and fill in your details in order to generate your personalised claims letter.

Get Paid When Delayed is completely free of charge, meaning you get to keep 100% of your compensation.

Need help using the site? Get in contact, or see our FAQs.

Lost & Found is our section where you can make a claim for lost, damaged or delayed baggage on all international flights.