Airlines worried that duplicated Twitter accounts will defraud customers, respond by shutting down customer support direct messaging on their profiles.
and could defraud customers. “A lot of brands have been hijacked,” Ari Lightman, a digital media and marketing professor at Carnegie Mellon University, told The Wall Street Journal. “The verification mechanism is a mechanism of trust within the community that the actual brand is associated with.”
Shashank Nigam, founder and CEO of airline marketing-strategy company SimpliFlying, told the outlet that by charging companies to verify their account, passengers no longer have much-needed quick access to the airline’s support team and compared it to charging fliers to use the bathroom on the plane. “That just doesn’t work from a business perspective,” he said.
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