Originally Posted by msm2000uk

At no point has the user said that they are here to resolve individual customer service requests.

They are on FT to monitor and engage where possible, but they don't have an employee who simply sits on FT and exists to resolve our problems - that's what the call centre is for.

BA (for example) have exactly the same setup on FT, and rarely post - however, when there is something exceptionally urgent and important to all customers, they appear.

M