Now you can give easyJet the bird on Twitter
Twitter: user-defined social media infrastructure, or a lot of pointless faddish cock? The jury may be out to lunch as far as you're concerned, but there are some folk using it to try and help you.
Although Twitter didn't hit the mainstream until two or three months ago, it's been used by some savvy companies for a year or two. A key strength of Twitter is that it's personal and consistent, and it allows customers to interact with an individual, rather than some faceless call centre worker. It doesn't mean your problem will be addressed any quicker, but you've at least got a chance to directly contacting somebody who gives a damn.
Some of the first businesses to open up customer services on Twitter included Comcast and JetBlue in the US, and now easyJet has jumped on the Twitter bandwagon. Say hello to Paul Hopkins - he's the brave soul who's taken on the task of answering questions posed online. He tends to spend half his time apologising for baggage-related rules and fees, but the rest of it is spent helping cutomers resolve issues they're having with booking flights and the like:
One point to pick up from Hopkins' Twitter page - easyJet are getting tough on oversized cabin luggage, and are starting to enforce use of the bag gauges, no doubt keen to squeeze every last penny out of customers for checked luggage. At least you know before you go, thanks to Twitter. The bird is indeed the word.