Air France and KLM no longer provide customer service via Twitter. AirFrance indicates that it will stop this because of the changes that Twitter has made to the terms and conditions. The company asks passengers to contact us by telephone (via a toll-free number) or use an online contact form. In addition, Messenger is offered to Facebook users. Previously, the company has WhatsApp added as a channel.
Also KLM announced today no longer be able to process DMs from Twitter. KLM's customer service is clearer about the change: “Twitter DMs are no longer loaded in our protected customer care system, which has made it difficult for us to help with questions about personal information. However, rest assured that all DMs sent to us before May 1 will still be answered by our team. For further assistance, please contact us through our other available channels at http://klmf.ly/ContactCentre. We appreciate your understanding of this matter.”
Possibly the announced rate increase of the Twitter API a role, as a result of which the monthly costs may run into the thousands.
KLM also offers the same channels as AirFrance, but also Apple Messages and Live Chat. (Air France, KLM)
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