A lot of Point Hacks readers and travellers in general have been trying to cancel their bookings in relation to the latest travel restrictions due to COVID-19. However, getting onto a customer service agent on the phone is proving a lengthy process.
If you want to save time, then you can try reaching out to the airline or frequent flyer program via social media. In this post, I share my tips on how to use social media in this way. I also give you links to the key domestic and international airlines’ social media accounts in Australia.
Things to keep in mind when using social media to contact an airline
- The quickest way to change your booking is on the airline/frequent flyer program’s website. However, if you cannot do that then try another contact method, like social media
- Always use the private message on Facebook or direct message function on Twitter to contact the airline/frequent flyer program; never share personal details on their public wall or feed
- If you have booked through a frequent flyer program for travel on another airline, e.g. you’ve used Velocity Points to book a flight on Singapore Airlines, then you need to contact Velocity to change your booking, not Singapore Airlines
- Not every airline/frequent flyer program provides the ability to message via social media; in that case, you’ll need to contact them in another way (explained at the end of this post)
- It still may take a few days for them to respond via social media; if your travel is in the next 48-72 hours, then it’s best to call
- You’re more likely to get the result you desire if you are courteous; remember, there is a human on the other end answering your query
Where to find the private/direct message button on Facebook & Twitter
On the Facebook page of the airline/frequent flyer program, look for the Send Message button.
On Twitter, look for the envelope icon.
If these do not appear, then you cannot message them through this channel.
Social media links for key airlines in Australia
|Regional Express (Rex)||-||-|
|Air New Zealand|
|Delta Air Lines|
It can be frustrating to spend a long time on hold trying to get in contact with a customer service agent over the phone. The good news is that there are alternatives.
Your first step should be to see if you can change or cancel your booking on the airline or frequent flyer’s website. However, if you can’t, try sending them a (private) message via Facebook Messenger or Twitter.
Other time-saving methods are to use the live chat function on their website (if available), fill out a contact/enquiry form, or send an email.