Requests for assistance via Twitter now get re-directed to texting
Oct 4, 2018, 2:46 pm
#16
In Memoriam, FlyerTalk Evangelist
Join Date: Jun 2000
Location: Benicia CA
Programs: Alaska MVP Gold 75K, AA 3.8MM, UA 1.1MM, enjoying the retired life
Posts: 31,849
A new feature from Alaska Airlines may soon put an end to time wasted on the phone waiting for travel help. In late-September, Alaska became the first U.S. airline to provide help by way of text message. Fliers can message 82008 to connect with a customer service representative for answers to simple travel questions.
An estimated 70 percent of people who contact Alaska are using a mobile device, according to the airline. Of the calls that are made to the airline, Alaska believes 40 percent of them could be handled through text messages.
An estimated 70 percent of people who contact Alaska are using a mobile device, according to the airline. Of the calls that are made to the airline, Alaska believes 40 percent of them could be handled through text messages.
Oct 4, 2018, 3:46 pm
#17
A FlyerTalk Posting Legend, Moderator, Information Desk, Ambassador, Alaska Airlines
Join Date: Dec 2006
Location: FAI
Programs: AS MVP Gold100K, AS 1MM, Maika`i Card, AGR, HH Gold, Hertz PC, Marriott Titanium LTG, CO, 7H, BA, 8E
Posts: 42,953
I have had zero luck with AS and twitter. Perhaps texting will help, but think my requests are generally too complex. Now, if this makes others switch to text, perhaps my queue for answer will be even shorter ^
Oct 10, 2018, 6:53 am
#18
Join Date: Dec 2001
Location: Las Vegas
Programs: DL DM, AA PlatPro, Hilton DM, Hyatt Glob, Marriott Titanium, Hertz PC, National EE
Posts: 1,532
I MUCH prefer twitter DMs to text messages. I can tweet from any device, and history will be on any device. What if I'm in the air and can't text? I think I use the twitter team more often then not when I'm on flights.
Oct 10, 2018, 10:55 am
#19
Join Date: Oct 2009
Location: Somewhere over the rainbow
Programs: Airline Free Agent, Bonvoy Platinum, Hyatt Globalist
Posts: 3,811
I prefer Twitter DMs as well but you can still text in the air since it's a free option via GoGo.
Oct 10, 2018, 11:13 am
#20
Moderator Hilton Honors, Travel News, West, The Suggestion Box, Smoking Lounge & DiningBuzz
Original Poster
Join Date: Jun 2000
Programs: Honors Diamond, Hertz Presidents Circle, National Exec Elite
Posts: 36,026
Can you confirm that? The last time I was using the "free texting" option on an AS flight, it would only send/receive (iPhone) iMessages; texts to non-iPhones failed.
Oct 10, 2018, 12:07 pm
#21
Join Date: Jul 2015
Location: SEA
Programs: Hilton/Marriott Gold, Accor Silver
Posts: 2,036
Your carrier and phone have to support WiFi calling, which might be an option you have to manually enable in settings.
Oct 10, 2018, 4:30 pm
#23
FlyerTalk Evangelist
Join Date: Nov 2009
Location: SEA (the REAL Washington); occasionally in the other Washington (DCA area)
Programs: DL PM 1.57MM; AS MVPG 100K
Posts: 21,371
yes, that happened on my last flight as well (not a particularly pleasant result after ~6 months when all texts went through)
Oct 11, 2018, 10:48 pm
#24
Join Date: Oct 2015
Location: Pacific Wonderland
Programs: ʙᴏɴᴠo̱ʏ Au, IHG Au, HH Dia, Nexus, Pilot FlyingJ Preferred
Posts: 5,336
I think Gogo/AS tightened the website filters for the free chat option. It was possible to surf or send/receive email until recently, albeit very slowly.
Oct 12, 2018, 6:23 am
#25
Join Date: Dec 2001
Location: Las Vegas
Programs: DL DM, AA PlatPro, Hilton DM, Hyatt Glob, Marriott Titanium, Hertz PC, National EE
Posts: 1,532
I guess I should reserve judgement and try this myself to see if I get redirected for the questions I ask.
Oct 12, 2018, 7:54 am
#26
A FlyerTalk Posting Legend, Moderator, Information Desk, Ambassador, Alaska Airlines
Join Date: Dec 2006
Location: FAI
Programs: AS MVP Gold100K, AS 1MM, Maika`i Card, AGR, HH Gold, Hertz PC, Marriott Titanium LTG, CO, 7H, BA, 8E
Posts: 42,953
Oct 12, 2018, 9:34 am
#27
Join Date: Apr 2007
Programs: Alaska Airlines MVP Gold 75K
Posts: 475
I'm all for this change. I'd much rather companies use open and standard communication methods (texting, email, their own websites) rather than Facebook, Twitter, and the like for promotions and feedback. Believe it or not, there are still some people out there who feel that these private channels are a net negative for society and don't want to participate and drive their growth.
Oct 16, 2018, 8:54 am
#28
Join Date: Jan 2005
Location: Bend, OR
Programs: AS 100k, UA Platinum, Marriott Titanium, Hertz PC
Posts: 228
Just used the text service for the first time and found it to be extremely responsive and helpful. My earlier comment regarding it not being a big deal that twitter service was moved to text stands.
In fact doesn’t GoGo provide 30 mins free Iphone messaging? So if you don’t have a subscription this will actually now be free instead of paying for wifi to use Twitter.
In fact doesn’t GoGo provide 30 mins free Iphone messaging? So if you don’t have a subscription this will actually now be free instead of paying for wifi to use Twitter.
Oct 16, 2018, 10:07 am
#29
Join Date: Dec 2004
Location: SFO
Programs: BART Platinum, AA Plat Pro
Posts: 1,158
FWIW, for those in the Apple ecosystem, even texts (ugh, green bubbles) can get saved and synced across all devices. You should also be able to text in the air with many carriers (e.g. I have AT&T WiFi calling enabled).
Oct 16, 2018, 10:20 am
#30
Join Date: Nov 2005
Location: SEA
Programs: HH Silver
Posts: 2,400
I used the text option a couple weeks ago when I first noticed it. I used it to ask about my KTN not being in my reservation. They added it quickly, but then told me they would not be able to do anything like that again via text due to security concerns.
I agree with Istream. Although I have and occasionally use twitter and facebook, I would rather use text or email.
I agree with Istream. Although I have and occasionally use twitter and facebook, I would rather use text or email.