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Which airline best uses social media to drive customer service?

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Skift Take

Airlines’ mistakes are immediately broadcasted on Twitter and Facebook, but they have a shot at turning disgruntled passengers into dedicated fliers by offering a quick solution in a friendly tone.

— Samantha Shankman

It has been noted that customer service is the most common cross-functional role among airlines that have social media staff working across departments.

That said, does social customer service bring anything different to the table? At this year’s SimpliFlying Awards, we seek to bring you the answer to this question with our award category, Best Airlines Driving Customer Service from Social Media.

Volaris, Swiss International Airlines and TAP Portugal have emerged Top 3 from the votes (50% of the score) but which airline among the six finalists will take the eventual title?


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