Tripeasy rebook9/5/2023 'We like conversations on our page, but comments that contain profanity, hate speech, spam or are otherwise offensive will be removed,” it warns. Alaska Airlines, one of the most forward-looking ones on social media, even posts its blocking policy. Add your contacts.įrontier says it eventually unblocked her, and Sawma says she received the full refund.Īirlines block users for all kinds of reasons. You will begin to receive our Daily Business News updates. 'We appreciate that issues resulting from delays are frustrating and try to address them as quickly as possible,” Freed told me. The airline says she rebooked her flight incorrectly, using Expedia instead of Tripeasy, a site that coordinates with Frontier for rebooking and reimbursement, to make her reservation. No reply.”įreed says Frontier's records show that it communicated with Sawma often after her flight cancellation, although he did not say how. 'I called the customer service line, and no one answered,” she told me. First, the airline canceled her flight because of a mechanical problem, forcing her to book a last-minute ticket home. Sawma says her experience with Frontier was frustrating. 'But we were communicating with our passenger.” 'The activity was interpreted as a spam effort, and an account under the name of Kate Sawma was blocked,” says Frontier spokesman Jonathan Freed. A Frontier representative said Sawma repeatedly contacted the airline via social media, asking for her refund and voucher. But a few weeks later, a representative revised that timeline to four to six weeks. Then it promised to refund the cost of the replacement ticket she booked on another airline and give her a flight voucher within 10 days. It had canceled her flight from Chicago to Trenton, N.J. The block is sometimes temporary but usually indefinite.įrontier says it blocked Sawma, an accountant from Philadelphia, for a good reason. Often, but not always, it's accompanied by the deletion of one of your offending posts. It happens when you determine the emotional cost of serving the customer exceeds the return you are getting or are likely to get in the future.”īlocking stops you from being able to send a message to a company on social media. 'Customer tirades on social media can become so abusive they reach a point at which you need to block,” says customer service expert Chip Bell, author of 'Kaleidoscope: Delivering Innovative Service That Sparkles.” 'Blocking is not unlike asking an abusive, irrational customer to leave your store. Understanding why airlines do it can help you avoid getting on a blacklist and ensure that your next complaint is heard. Based on interviews with airlines, other travel companies and travelers, as well as my experience mediating travel disputes, blocking customers appears to be on the rise. What can you do when your airline stops talking to you? That's not a hypothetical question for Kate Sawma, who was recently blocked on social media by Frontier Airlines during a customer service dispute.īlocking accounts on Facebook or Twitter is common among social media users.
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