I frequently tweet at airlines when I travel. They’ve never bent space and time to solve a problem, but they have followed up on several occasions to make a situation better when I’d otherwise just be frustrated and unhappy. I’ve also had them better explain a policy or process so I could better understand how to plan on the future.

I’ve found that including a photo or even a short video gets the quickest attention.

I’ve gotten a flight voucher from Southwest once tweeting at them - I want to say it was from having to suffer a 10+ hour delay, which was extremely frustrating since I had originally booked the flight the time I did so I could get one full day at the destination before running a marathon there.

Otherwise, the gate agents at the airport have been great to me in offering solutions.

That sounds like a terrible experience. Please DM us with your confirmation number.

Nice story, great to see what can happen when staff is empowered to focus on positive outcomes.

I should have had Always Look on the Bright Side of Life playing whilst reading that!