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In what looks like it could be an upcoming trend, Air France has stopped offering customers support via direct messages on Twitter. This is largely due to recent changes that Twitter has made to pricing structure for enterprise businesses.
Since Twitter has changed their conditions, our customer service by direct message on this network is unavailable. Our servicing teams remains available on our other channels https://t.co/DHaYPKvkuI
We thank you for your understanding. pic.twitter.com/bLHYHjS57H
— Air France (@airfrance) April 28, 2023
Air France is the first airline to announce this change (its partner carrier, KLM has yet to do the same), but I can see many companies (travel related or not) cut this offering if the pricing becomes too much to bear. Pricing is closely guarded at Twitter, but huge price hikes costing thousands per month were recently reported by The Verge.
Being able to reach out to companies through Twitter is a huge timesaver. Many customer service phone numbers have long wait times and can be wonky to access (especially if you’re traveling abroad). If this becomes a widespread trend, it will be a big loss for consumers. Personally, I have found the service through Twitter on brands like Lufthansa and TAP Portugal to be way better than dialing up the company.
Anthony’s Take: I’ll be watching to see how this spreads or if Twitter gets enough negative feedback and reverses course. With the other changes that have occurred at Twitter, I’m not sure this will have a positive outcome.
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