I Talk to Companies using FB & Twitter!

I follow companies I patronize in their Twitter page and I like their pages in Facebook. I notice that most of the companies I patronize have learned how to use the power of social networking sites to reach their customers. More often, they respond to these social networking sites more than through their Customer Service hotline numbers or email.

Case in point:AirPhil Express

Courtesy of www.airphilexpress.com

I booked my Mom a flight from Cebu to Manila (she was in Cebu to oversee our business) and didn't realise that I misspelled her name. I typed in a 't' instead of an 'r' (that always happens when I use the computer without my contact lenses on!). I didn't realise the mistake until I was sent her e-ticket. Since the flight was already in the evening, I immediately called AirPhil Express' hotline numbers but was, unfortunately, told that any changes to flight details must be made 48 hrs before the flight. Of course I tried to explain to the CS Assistant (CSA) on the other line that the booking was made just minutes ago and the flight was that day itself. She gave me the same response. I, then, realised it was a standard answer these CSAs were either trained to say or read in their computers! The CSA, however, assured me that my mother need only to produce two valid IDs showing her birthdate to prove that it was her on the ticket (despite the one-letter mistake in her name). It could have been enough to let her fly.

But the OC in me was not satisfied. I was afraid AirPhil wouldn't let her fly because of the mistake in her name so I tweeted AirPhil Express and told them about the problem. AirPhil usually responds to my tweet every time I mention them in my tweets whenever I fly Airphil. Luckily, kudos to Airphil, my Mom's details were immediately rectified and the corrected e-ticket was instantly sent to my email. I couldn't be happier and admired AirPhil for such an immediate response! Best of all, it was done through Twitter!


I have had other similar experiences with other companies I follow in Twitter or FB. They do respond more using the social networking sites than through traditional means. It is good to know they have learned to leverage on the power of the social networking sites and recognized that there are consumers/customers out there who are more comfortable in using the online platform. It's fast, convenient, and best of all, free (compared to using my mobile phone calling the CS hotline numbers only to be told they couldn't do anything!).

I hope other companies follow suit and provide the regular consumer more avenue to get in touch with them!