Want better airline service? Power up your smartphone

Discussion in 'Travel Technology' started by sobore, Dec 18, 2012.

  1. sobore
    Original Member

    sobore Gold Member

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    Liz Owen needed help, and she needed it fast.

    She had rescheduled a flight from Washington to Los Angeles on Virgin America to avoid superstorm Sandy, which was about to slam into the East Coast. But she'd forgotten to order a wheelchair.

    Owen, who works for a nonprofit organization in Washington, had recently broken her foot, which was in a cast. "I had been on the phone on hold with Virgin America for well over an hour," she remembers. Halfway to the airport, she decided to send Virgin America a tweet -- a message on the microblogging service Twitter.

    Within minutes, an airline representative messaged her back, offering to help. When she pulled up to the curb, a Virgin America representative greeted her. "Are you (at)LizOwenLA?" he asked, referring to her Twitter handle. He offered her a seat in a waiting wheelchair, which he'd borrowed from another airline.

    When it comes to customer service, no one likes to wait. And new Internet-based technologies that some travel companies are embracing promise an almost instant response, like the one Owen got. If you carry a smartphone, these tools can lead to a better experience during the upcoming holiday travel season -- if you know how to use them.

    Read More: http://www.chicagotribune.com/trave...veltrctntt-b20121218-20121218,0,2499053.story
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