Bringing an old thread to life to see if anyone has any new info. I had 2 experiences lately which makes me wish we had Twitter DM and/or Facebook support back.

Last month I had a really tight connection and wanted to get protected on the next flight (I know, this should happen automatically but after a previous experience it didn't). On the flight, so obviously can't call. Twitter and Facebook still had no responses... so I tried the iMessage text/chat which was completely worthless. After getting thru the bot questions, the rep had absolutely no idea what they were doing.

Even for a simple question like RUC/GUC availability now requires a call in. Depending on the weather the wait times have been pretty bad too.

Hopefully they bring this back soon. The iMessage chat support is garbage.