Twitter has become a top source across several industries to receive quick resolution to customer service issues. A recent exchange with Lufthansa’s Twitter team demonstrates how great Twitter can be.
I was traveling to Italy on an Aeroplan-issued ticket on a combination of United and Lufthansa flights. Since United operated the first flight, I was blocked from assigning seats on my Lufthansa flight on both the Lufthansa side (app and website) and United side (app and website).
When I checked into the flight, I was automatically assigned a seat…and that was that.
On my way to the airport, I noticed that a window seat had opened on my Lufthansa flight from Houston to Frankfurt. The Lufthansa app and website would not let me change seats, but I called the Lufthansa service center, hoping for a different resolution.
Nope. The apathetic agent did not even bother to try, simply saying it was not possible and to call United.
I called United, just for the heck of it, and was told exactly what I expected: call Lufthansa.
This issue, by the way, is why we so desperately need partner seat assignment capability on Star Alliance. This technology is supposedly coming later this year.
I decided to reach out to Lufthansa’s Twitter team, sending them a brief message with my record locator.
Because it was 4am in the USA, I sent the note to Lufthansa’s German twitter handle. Much to my surprise, a response came within moments. I explained my preference for a window seat over a middle and boarded my flight, hoping the team could help (but honestly expecting the same answer as the call center).
But when I landed, I refreshed my boarding pass and saw that I had been moved to a window seat! I received this reply:
I was ecstatic. A window seat on a longhaul flights make a big difference.
Honestly, I am going directly to Twitter next time. While not every airline or hotel is as responsive as Lufthansa, this experience proves what a powerful technology Twitter is to rapidly address customer service questions.
As an aside, last weekend was such a hectic travel weekend. Award space was virtually non-existent and I had to cobble together a routing with three stops using Aeorpaln miles to get to Europe. More on that in a separate post.