I love to travel. Every year I look forward to those special moments when I get to explore new places or revisit favorites. Unfortunately, traveling is not always the easiest process. In fact, it can be pretty damn stressful. American Airlines helps bring a smile to each traveler it engages with. The airline saw an opportunity with its Twitter account and delivers the best customer service. Here are 5 reasons why you should follow American Airlines on Twitter.
- Patriotism – One of the easiest ways to gain support in this country is by showing patriotism. American Airlines realizes this and
makes sure it shows it. This is just one of example of how they show Red, White and Blue. If you love our country and love those who express it, then you are on the right flight.
- AA Cares. Many people have someone waiting for them at their destination.A knows this. It respects its customers for that. The airline even takes pride in knowing that it is the reason why we are able to reunite with our loved ones. Although flying has become a common mode of transportation, people forget how much of a luxury it is.
- Customer Service. Every airline is learning to take a bigger role on social media for customer service. Twitter is a platform that provides live information to be shared. When you have angry customers on Twitter, you have a problem. Each customer has their own followers who will read complaints. AA is one of the best at replying to unhappy passengers. It takes that moment to apologize, calm you down, and make you smile before you land. Check out this example.
- AA Builds Relationships. Last semester I admired AA’s social media efforts and decided to DM it. I got a reply. That just shows that they are genuinely interested in not only knowing its customers, but it want to have a mutual relationship with them too. My conversation with them is not special. AA talks to thousands of customers a day. What is special is its creativity.
- Creativity. Winter is here and is not going away anytime soon. Winter can be a stressful time. First off, it is cold. Secondly, it can cause major delays and issues for travelers. AA makes the best of this situation. After the country learned that winter will be here for another six weeks, AA posted this photo. Despite the fact that no one is happy about this winter season, this Tweet made many smile. It is a creative way to sell yourself to your audience.
Aaron Jay Ledesma 
I really like all the points you make endorsing American Airlines and their Twitter platform. Have you ever researched Virgin Airlines on Twitter? I hear they have an interesting platform and very high customer ratings.
Thank you. I have not. I’ll definitely take a look at VA. Never hurts to discover other success stories.
I think that the common theme running through these five reasons is AA’s effort to make interactions with their consumers personal. This is a great example of a brand that not only listens to what its customers want from the company, but pays attention to the type of ideals and values their consumers have. I’m sure that if a brand actually took the time to DM me like this I would definitely have a greater sense of loyalty to them. Very well thought out blog post on a great brand.
I really like the 5 reasons you’ve given, especially because for me when I choose flights I don’t really think about those things I tend to go with the cheapest (college kid problems). It’s great that you showed how they interact nicely with angry customers like the lady who’s flight got changed several times. Do you know how often the compensate people that voice their issues with AA over social media? It would be interesting to see since AA seems to very much pride themselves on customer service. I love your point about how we forget how much of a luxury flying is. The post about the soldiers coming really drives that point home as well as ties in with the patriotism reason mentioned before it. Making a personal connection with the brand also shows how much you know about AA and have had positive experiences with them- I think you adding your personal experience really makes all your points more valid and believable since you have knowledge on how they work with their customers and take time to try to have impeccable customer service.