Air France has stopped providing customer support on Twitter, blaming Twitter’s updated terms and conditions. The move makes reaching customer service at the French airline even more difficult.
Air France No Longer Offering Customer Support On Twitter
Air France recently lost its verified badge (blue check mark) and now says it will stop offering customer support via Direct Message on Twitter, citing Twitter’s recent move to “change their conditions.” The abandonment of DM support is thought to be predicated on Twitter’s recent decision to raise pricing for Twitter API (simply, what allows engagement on a mass level), with enterprise packages up to $42,000/month. While that may be a drop in the bucket for Air France, it has instead chosen to abandon customer support Twitter (by principle, it appears, Air France won’t even pay the $8/month for Twitter Blue to keep its check mark or the $1,000/month [rumor] that companies can pay for a gold check mark).
Since Twitter has changed their conditions, our customer service by direct message on this network is unavailable. Our servicing teams remains available on our other channels https://t.co/DHaYPKvkuI
We thank you for your understanding. pic.twitter.com/bLHYHjS57H
— Air France (@airfrance) April 28, 2023
Musk has always been eccentric and as a proud Tesla owner and huge fan of his SpaceX program, I have great respect for him. But folks, I hate what he has done on Twitter. His erratic policy changes have led to an exodus of advertisers and his policies around verified accounts strike me as absolutely foolish. Newsmakers like journalists, celebrities, and politicians who post on Twitter drive eyeballs and therefore drive revenue. Users should be able to know who is “real” and who is “fake” through rigorous verification mechanisms (that should be available to all, but not just for paying $8.00). From a business perspective, I see no case for charging to verify notable accounts.
In the case of Air France, I think the French airline has more to lose than Twitter here. Twitter is not a charity so I understand why it is charging money for the use of its developer tools. Air France really sours customers already with its poor customer service and Twitter was one of the few bright spots. Shutting down avenues of communication is not a smart business move in a 24/7 world.
I am sorry to see Air France no longer offer Twitter direct messaging and I am sorry to see Twitter become…well, what it has become. But whatever my thoughts on this matter, Air France no longer accepts DMs on Twitter (KLM still does, at least for now). Good luck with the call center…
(image: Air France // H/T: The Bulkhead Seat)