The French national carrier - Air France - has announced that it will no longer use Twitter as a resource for its customer service. Passengers will not receive replies if they “direct message” the airline on the official Air France Twitter account. The airline has stressed that it can be contacted and it will revert on its other social media accounts - Facebook Messenger and WhatsApp - and through its website.
No official reason has been given for the move but Twitter's recent introduction of charges to companies that use its services could be a major factor. Last week Twitter announced that "corporate entities" which use its API (the digital link between it and the subscriber) would be charged amounts varying from USD100 to tens of thousands of dollars per month depending on the size and traffic used by that company. Air France has 400,000 Twitter followers.
Since Twitter has changed their conditions, our customer service by direct message on this network is unavailable. Our servicing teams remains available on our other channels. We thank you for your understanding.
— Air France (@airfrance) April 28, 2023
It is being reported that the New York Metro service has ceased using Twitter - due to the monthly cost - and it seems that Air France has followed suit.
KLM (Air France's sister carrier), American Airlines, Delta Air Lines and British Airways still use Twitter as a method of communicating with its customers.
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