Airlines (and other businesses) are getting much better at online chat/SM support than a few years ago. CX whatsapp was a breeze to use, responded within minutes. Had to be transferred to a special dept for my issue but they were very proactive and resolved it quickly. My only gripe is they are eager to end the chat if I didn't respond in ~10 minutes each time. I was out with friends and would have preferred to respond whenever, like any airline's Twitter support. Speaking of that, contacted UA and hotels.com via Twitter, each responded within minutes and rather competently. AA and Hyatt have always been good with their Twitter.

I too would prefer to have email as an addition option, but their whatsapp seems competent (based on one experience).