Monday, June 8, 2009

Frontier Airlines Nixes Social Media for Customer Service

Frontier Airlines won't be the ones "tweeting" you back @frontierair if you tweet a compliant when stuck in an airport. That Twitter user name is run by former Frontier Airlines enthusiast, Andrew Hyde, who when stuck in an airport for 6 hours on standby decided to take matters into his own hands by creating a clearinghouse of grievances against the air carrier.

Frontier, however, isn't taking the bait for social media and will not use the vehicles to connect with its customers.

In a statement, Frontier Air said, "We know many companies, including major airlines, have moved on to direct engagement with their customers via blogs, Twitter and other social media. Those companies have also raised the expectations of Twitter users to a level that can sometimes become unmanageable, even with the best of resources. We don’t want to disappoint our customers by introducing a communications tool we can’t properly support. We also have a lot committed to our more traditional customer service tools. Any introduction of new programs now would end up taking resources away from existing channels."

Will Frontier's decision to stay out of the social media sphere completely, deflate customer service worries for the air carrier?

This article referenced "Frontier Airline's customer service fail" by Meghan Keane

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