Is United Airlines Improving It's Social Media Presence?

Discussion in 'United Airlines | MileagePlus' started by MLW20, Jul 30, 2013.  |  Print Topic

  1. MLW20
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    MLW20 Gold Member

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    In my opinion, United Airlines has a pretty weak social media presence compared to rival airlines Delta and American (two of the best at social meida if you ask me). However, it seems like United is starting to take social media a bit more seriously.

    United posts to Twitter on occasion but seems to rarely interact with it's customers or respond to tweets directed towards them. Their tweets often just share news or ask a question which rarely results in a response.
    I just received an e-mail from United related to social networks. United has accounts or some sort of presence with most of the big players- Facebook, Twitter, Instagram, Youtube, LinkedIn and even a dedicated site called Hub where "you can discover and share United content that you care about".
    [​IMG]

    I've checked United Hub a few times in the past and liked the easy to read style and content they've shared.
    United Hub posts about:

    • News and Videos: Company, Travel Info, Mileageplus, Planes, Products & Services and Technology
    • United Progress: Progress Timeline and 787 Dreamliner
    • Connections: Hub Asks, Photo Gallery and Interviews
    The e-mail that I received made me wonder if United was ready to improve it's social media presence or will they stick to being one-sided? I'd love to see more interaction and response to questions/ tweets in the future.

    I guess time will tell if they follow the lead of some of their competitors.

    Here is a list of the United Airlines social accounts:

     
    ballardFlyer likes this.
  2. skyvan

    skyvan Gold Member

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    You actually have to use the social media accounts in a way that can help customers, it doesn't count just having them. In my experience dealing with UA they're horrendous on Twitter. Not only are they not empowered and unknowledgeable but they also lack personality.
     
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  3. Bay Pisco Shark
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    Bay Pisco Shark Gold Member

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    Query the opaque presence of UA and others on social media.
     
  4. Max M

    Max M Gold Member

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    UA made no comment about my request for my help via a "Tweet" on Twitter, but responded pretty quickly to a direct message for a request for assistance.
     
  5. skyvan

    skyvan Gold Member

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    Yes but only once in a while can they actually help. I find I have better service on the Platinum phone line, though really Delta outdoes both options in all forms of communication.
     
  6. Max M

    Max M Gold Member

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    To those of us with no status with UA, reaching out on Twitter was better than never receiving a single response sent via email to United.

    Couple that with a soured experience dealing with the ICC that botched a reservation so bad in 2012 on United that when I finally got in touch with someone in their U.S. call center, the UA agent with supervisor permission had to create award space on their metal that didn't exist, because of the botched job that the ICC employee did.

    I'd rather not call UA as someone without status to prevent what happened with me in 2012 with the ICC.

    My recent DM to United on Twitter was relatively helpful.

    This is VERY true!

    Delta received accolades in the press quite a while ago for their excellent CS on Twitter.
     
  7. Photonerd71

    Photonerd71 Silver Member

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    I guess I am old fashioned....i just got to my contact list under "U" and touch the words "United airline" then hit the littls green phone icon and actually call and talk to a real person when i have an issue or question. While I am on facebook and twitter I just dont have the time or patience for all the idiots and vile hateful posts that come along witb big companies accounts. (Reading the houston chronicles website and the asinine comments that are made about any UA story is bad enough.)
     
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  8. MLW20
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    MLW20 Gold Member

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    Exactly, they are there but are not involved or engaged. For the first time ever, United responded to my Tweet, probably because it had a link to this post! Hopefully they will change and use social media as a helpful tool.
     
  9. Wandering Aramean
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    Wandering Aramean Gold Member

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  10. Captain Oveur
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    Captain Oveur Gold Member

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    Some peoples' expectations of social media are not based in reality.
     

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