Twitter’s new rules are causing some airlines to ditch the platform as a customer service platform.
Air France (AFLYY) announced in April that it would deactivate its customer service via direct message on Twitter, citing that it’s because the social media platform “changed their conditions.”
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KLM, the sister airline of Air France, announced a few days later that it would also no longer be using Twitter as a platform to provide customer service.
“Twitter DMs no longer load in our protected customer care system, which has made it difficult for us to assist with questions related to personal information,” KLM’s tweet read.
Travel executives told the Wall Street Journal that the main reason for the change is due to how Twitter’s new changes interact with internal sites of the airlines. There’s also some concern regarding the verification system for businesses.
However, the profiles of both airlines remain on Twitter and continue to post tweets. Air France’s bio indicates that the company is available to contact on WhatsApp and Facebook Messenger, while KLM’s bio includes a link to its Customer Care Center.
Twitter began charging for its verification system last year and organizations like Air France and KLM are required to pay $1,000 a month and an additional $50 per month for every affiliate account. But not all companies feel this is worth the subscription, as Air France is without the gold check mark that comes with the service. KLM does have the gold check mark.
There is a risk for these companies not to be on the platform. The Wall Street Journal reported that 63% of social mentions involving airlines are found on Twitter.
In the U.S., the largest airlines, such as American, Delta, Southwest and United, all continue to allow customers to reach out on Twitter. All four also sport the gold check mark.
