Qatar Airways launches new dedicated 24/7 Twitter channel

Travellers needing to get in touch with Qatar Airways customer service can now do so via the airline’s new dedicated 24/7 Twitter channel.

Passengers can tweet the airline using the new customer support handle, @QRsupport, as opposed to the airline’s general @qatarairways account. Presently, the service is bilingual, supporting English and Arabic.

Qatar Airways CCO, Ehab Amin, said: “Social media has transformed the way and speed in which people interact with one another and businesses, so we are delighted that this new Twitter handle demonstrates our ongoing commitment to innovate and to continue raising the bar in anticipating and meeting the needs of our passengers, quickly and smoothly.

Qatar Airways will continue to enhance our renowned customer service both in the sky and on the ground, recognising the increasingly important role played by social media. We are committed to continually evolving and offering even more ways for our passengers to communicate with us.”

The carrier has been particularly focused on growing its social media strategy, according to senior vice president of marketing and communications, Salam Al Shawa. “Our social media engagement strategy has successfully created a buzz online, so much so that we are the world’s ‘most-liked’ airline on Facebook,” he said.

This isn’t the first time an airline has created a new, dedicated social media channel for customer enquiries. Back in November, British Airways launched its Facebook messenger bot aimed at giving travellers insider tips and special deals, while last month Qantas launched its own concierge messenger bot.


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