Social Customer Service Review: Emirates

Emirates is an airline based in Dubai, United Arab Emirates. The airline is a subsidiary of The Emirates Group, which is wholly owned by the government of Dubai’s Investment Corporation of Dubai. It is the largest airline in the Middle East, operating nearly 3,400 flights per week from its hub at Dubai International Airport, to more than 142 cities in 78 countries across six continents.
emirates-logo
Emirates have a very strong presence in major social media channels. Without further ado let us have a look at how the social customer service of the brand performed.
Element 1 – Tone of Messaging
The brand is very friendly. They communicate with their customers in a very professional way.

Element 2 – Are they sending canned responses, without understanding the context? The responses sent out are with clear understanding of the context.


Here is also another clear understanding of the situation.
Emirates Support on Facebook
Element 3 – Turnaround Time
The turn around time during the working hours in 20 minutes on an average on Twitter. The response time on Facebook is a bit longer close to 5 hours.
Element 4 – Is brand sending personalized replies?
The responses are very personalized.
Element 5 – Is brand following up on the complaints?
The brand follow up on the complaints and makes sure to close the case as seen in this long back and forth exchange of conversation between a customer and the brand support team.
Emirates Support on Twitter
Element 6 – Is brand answering to all the queries?
Unfortunately not all queries are answered. They respond to 75% of the queries.
Element 8 – Is brand sending duplicate replies?
No duplicate replies are sent. But the social media monitoring tool they are using seems to be delayed by a few minutes with the request for the booking ID sent right after the customer posted the same as seen below.
@cheyoru Thanks Sergio! Can you please send us the details via Direct Message. regards

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