Southwest Airlines Built A Brand On Funny Twitter Replies. Now It’s Stopped Answering Customers
Pointify Award DeskReported by View From The Wing
Pointify is tracking this devaluation for the points-and-miles community.
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.