Southwest Airlines Built A Brand On Funny Twitter Replies. Now It’s Stopped Answering Customers
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Southwest Airlines once staffed social care around the clock, answered thousands of Twitter mentions, and even built custom GIFs to make customer replies feel fun and on-brand. Now the airline appears to have stopped publicly replying to customers on Twitter since mid-June, another sign that the old customer-friendly Southwest is fading as the carrier cuts costs and changes its business model.
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