Twitter has become a top source across several industries to receive quick resolution to customer service issues. A recent exchange with Lufthansa’s Twitter team demonstrates how great Twitter can be.
I was traveling to Italy on an Aeroplan-issued ticket on a combination of United and Lufthansa flights. Since United operated the first flight, I was blocked from assigning seats on my Lufthansa flight on both the Lufthansa side (app and website) and United side (app and website).
When I checked into the flight, I was automatically assigned a seat…and that was that.
On my way to the airport, I noticed that a window seat had opened on my Lufthansa flight from Houston to Frankfurt. The Lufthansa app and website would not let me change seats, but I called the Lufthansa service center, hoping for a different resolution.
Nope. The apathetic agent did not even bother to try, simply saying it was not possible and to call United.
I called United, just for the heck of it, and was told exactly what I expected: call Lufthansa.
This issue, by the way, is why we so desperately need partner seat assignment capability on Star Alliance. This technology is supposedly coming later this year.
> Read More: Star Alliance Rolling Out Extremely Useful New Services
I decided to reach out to Lufthansa’s Twitter team, sending them a brief message with my record locator.
Because it was 4am in the USA, I sent the note to Lufthansa’s German twitter handle. Much to my surprise, a response came within moments. I explained my preference for a window seat over a middle and boarded my flight, hoping the team could help (but honestly expecting the same answer as the call center).
But when I landed, I refreshed my boarding pass and saw that I had been moved to a window seat! I received this reply:
I was ecstatic. A window seat on a longhaul flights make a big difference.
CONCLUSION
Honestly, I am going directly to Twitter next time. While not every airline or hotel is as responsive as Lufthansa, this experience proves what a powerful technology Twitter is to rapidly address customer service questions.
As an aside, last weekend was such a hectic travel weekend. Award space was virtually non-existent and I had to cobble together a routing with three stops using Aeorpaln miles to get to Europe. More on that in a separate post.
image: Lufthansa
From my experiences with twitter teams I have learned United, Delta, and IcelandAir all have garbage customer service. AA can be helpful. On the hotel side SPG’s team is amazing, they even sent me a monogrammed robe after giving out some compliments, I’m going to miss them if they disappear in August.
Just further evidence that Star Alliance is dysfunctional..with Lufthansa being a major part of the problem. Why on earth should it be necessary to take to Twitter, when a simple ‘phone call should suffice?
Nice humbrag!
Hyatt and T-Mobile have great Twitter teams too
Air Canada’s Twitter team is also very helpful, at least in my experience
I use it for hotels and airlines almost exclusively. Just send all relevant identifying info in the first message (name, address, DOB) and your request and then it’s taken care of. No waiting on the phone to be told to GFY. Then it’s like a nice treat when I get the notification that it’s taken care of.
Just did it to move my PH reservation forward a day. One message and done! So easy. And it has to be so much better on their end too. Way better human utilization.
I should look into Twitter, but have usually been able to book window seats ahead of time over the phone – even if the legs are on various airlines. The trick is find out what the booking code is for each airline, and record that info, along with your main reservation booking code. Once in a while an airline won’t play ball due to specific policies, but most do. They’d rather have you pick a seat ahead of time, and be happy with it, rather than deal with a scramble for seats at the last minute. Also really helpful to have this info recorded & handy if your travel plans go awry due to weather, late arrivals/missed connections, etc. Partner airline seat selection online, though, would be a great improvement. Seems like only certain alliances have them – usually only a small number of the airlines are linked, not the whole alliance.