Air France is now offering its customers 24/7 assistance via the social network. For travellers with a question about their trip, a doubt about flight time or plans to modify a reservation, Air France will answer directly on its official Facebook page, as well as on Twitter by using #AirFrance. Air France consultants are available 24/7 to reply to customers at any time of the day or night, wherever they are. This round-the-clock service is provided in French and English.
“With this new round-the-clock service, we are now more than ever attentive to our customers’ needs, assisting them at all times with their questions about their trip. Our objective is to acknowledge their requests in less than an hour, and provide a solution in less than 24 hours,” said Jean-Michel Mathieu, VP Digital Technology Division.
Air France is present on all the main social networks worldwide, which enables it to exchange with its customers on a daily basis. Today, the Air France Facebook page provides information about its products and services, organizes competitions and special offers. On Twitter, Air France provides specific information on several different accounts: @AFnewsroom (Air France’s official newsfeed, aimed at journalists and aviation enthusiasts); @AirFranceFR (French market); @AirFrance (international markets); as well as around 20 accounts in the main countries served. (ie. @AirFranceUS)