Our goal of participating in social media is to give our Customers the opportunity to take a look inside Southwest Airlines and to interact with us. Southwest Airlines is very active on Twitter, Facebook, Flickr, YouTube, and our own corporate blog, Nuts About Southwest.
Southwest Employees try to live the Southwest Way by displaying the Warrior Spirit, acting with a Servant’s Heart, and embracing a Fun-LUVing Attitude. We will try to do our best to ensure that our social media channels displays those qualities, and we want our channels to be a fun place to learn about what we hope is your favorite airline—Southwest, of course.
This is the point where we insert the “fine print.” The following fine print pertains to any social media channel in which we participate and where we can moderate the conversation, including Nuts About Southwest, our Flickr group, and our Facebook Fan Page. These pages are moderated because we want to ensure that everyone stays on topic—or at least pretty close to it. We would LUV for you to post your thoughts, comments, suggestions, and questions, but when you post, make sure that your comments are of general interest to most readers. Of course, profanity, racial and ethnic slurs, and rude behavior like disparaging personal remarks won’t be tolerated and will either be removed or not published at all.
Even though we moderate some of our social media channels, we pledge to present opposing viewpoints as we have done since we first dabbled in the blogosphere several years ago, and we will strive to keep posts interesting, diverse, and multi-sided. Our Team wants to engage in a conversation with you, but not every post, comment, or tweet will receive a response from us. We also ask that you be patient with our Team for a response. Some members of our Social Media Team are Flight Crew Members, so they may delay a response for a few days while they are “on the road.” (Actually, should we say “in the air”?) Don’t forget, the fact that they are on the frontlines ensuring that our Customers get to their destinations safely and comfortably is the very reason that our Crew Members’ posts are interesting.
One final disclaimer—our social media channels are not the optimal forum to address personal Customer Service issues. It’s simply inefficient to handle Customer Relations in 140 characters. However, we are eager to resolve your concerns. Our Customer Relations/Rapid Rewards folks want to assist you, and you can contact them through one of the means listed at our Contact Page. For reservations, please visit southwest.com or call our Customer Support & Service (formerly Reservations) folks at 1-800-I-FLY-SWA (1-800-435-9792).