Originally Posted by
24left
IMO, companies that choose not to have actual people available to respond to both compliments and complaints and other issues, are companies that are not really interested in what their customers have to say. AC is not the only one that has the "barrier". It wasn't always this way.
Regardless of the "modern" way of communicating (FB, Twitter, etc) there are still folks who don't use it or can't and AC's FB responses (as reported on this forum) are not always helpful.
Why is Air Canada using the "barrier" ?
It seems to me that FB/Twitter responses got watered down in quality because too many people use that contact method to ask/demand for favours thinking AC is more likely to comply due to the public nature of the conversation