Airline Customer Service Reps Get Testy

A year ago, customers complained about long wait times on hold for airlines, and that has not changed. Representatives seem to be at their polite limits.

A Delta rep tweeted publicly for a customer to “calm down,” which led to a brief apology. Everyone seems to be stretched, with cancelled flights and staffing shortages a common complaint, exacerbating airline rage. The tweet is quite extraordinary for a service company like Delta—and maybe we need to be more patient. The bare-bones apology reflects this view.

Despite the previous success of tweeting, a Delta executive suggested other channels now that Twitter volume is impossible for stretched social media employees. To increase the chance of a response, a customer-experience consultant also suggests, “The more detailed or the more actionable the question is, the more [airlines] prioritize that.” This follows suggestions for any business communication message: stick to main points, provide enough evidence, and make your request easy to follow. She also warns customers to check their tone. Airline represents don’t want to “set a precedent” by responding to angry tweets, which might elevant others’ anger.

Checking our own character—compassion for airline employees and humility—is a good idea before lobbing a complaint whether in writing or on the phone. Of course, this is difficult when travel plans change and we’re on hold for hours, but airline reps are probably doing the best they can in a tough situation they didn’t cause.