Round-the-clock support offered by Emirates Airline’s social media customer service

With its customer satisfaction always in mind, Emirates Airline has announced that its social media customer service now provides 24-hour support, seven days a week in both Arabic and English on Twitter and Facebook.

Having been active since August 2012, the social media support channels allow travellers to interact with the airline for queries and information.

Today, the airline’s social media consultants deal with over 1,000 queries a day via the two social media channels.


Senior vice president of retail and contact centres, Emirates Airline, Karen Bell-Wright noted: “Our social media customer service complements other existing channels so customers can reach us in the way they find most convenient. Whether they first come to us via a contact centre and then continue the conversation on social media or email, it has to be a seamless experience.

“Since we introduced our social media customer support channels, we have been constantly working to update and improve our offering. With travellers based worldwide and in different time zones, providing 24-hour social media support in English and Arabic allows us to be more responsive, and serve more of our customers,” she added.