A Behind the Scenes Look Inside Southwest Airlines’ Social Media Headquarters aka The Listening Center

This post may contain affiliate links; please read our advertiser disclosure for more information.

Southwest Airlines Social Media

Southwest Airlines Social Media Behind the Scenes

Social media is becoming a bigger and bigger part of how companies, especially travel companies correspond with their customers. In many cases it is more efficient than traditional communication methods and a lot of customers (like me) prefer it.

I have written before about how Twitter can be such a powerful tool when needing a resolution. Not only can you generally reach someone quicker, but I find that Twitter (and other social media) teams are more empowered than before. They aren’t only there to hear your complaint, but also to help resolve it and get you on your way.

A Interesting Look

A few days I stumbled on a local news report from the Dallas NBC affiliate about the Southwest Airlines “Social Media Listening Center”. I’m sure it is probably some sort of native advertising, but I don’t care. You get to see where and how the Southwest social media team makes things happen. It is an interesting video and one I thought some of you might like to see. I was surprised to see just how large the social media department has become and my guess is that it will continue to grow at a rapid pace. You can find the video on the NBC DFW website.

Let us know: How you prefer to correspond with your favorite travel brands? Is social media working for you or do you prefer more traditional methods? Which company has the best social media presence and which one has the worst?

Shawn Coomerhttps://www.milestomemories.com
Since 2007 Shawn Coomer has been circling the globe with his family for pennies on the dollar. He uses that first-hand knowledge and experience to teach others how to achieve their travel dreams for the least amount of money possible.

More Like This


Responses are not provided or commissioned by the bank advertiser. Responses have not been reviewed, approved or otherwise endorsed by the bank advertiser. It is not the bank advertiser's responsibility to ensure all posts and/or questions are answered.


  1. Hey Shawn I’m sitting on the couch with my mom an were enjoying this wonderful day and events together… I’ve always wanted to be able to travel and it looks like that dream is coming true …thank u for your diligence … I’ve been so frustrated with computer technolwdy …. But I’m over it thanks again

  2. I like secure message. Citi responds very quickly to those. Chase responds quickly only if it seems they know how to answer the question. Otherwise chase will respond 48-72 hours. I like calling Amex. Their Twitter is fine but sometimes they forget the @ so I never know that they responded. Twitter is best with Hyatt. The best one on Twitter. Twitter is also the best to contact Hilton for me but they have a round about way of answering inquiries. IHG is crap however you contact them. Never stayed at a Starwood property although I had over 100k points early this year. Social media seems to be bad for contacting the airlines. They don’t have customer service.


Please enter your comment!
Please enter your name here


  • MtM recommended tool to track & organize credit cards
  • Best card offers personalized for you
  • Track bonus deadlines, fee dates & 5/24 status
  • Full Travel Freely overview

Free Sign-Up

moomoo - 2 Free Stocks!

Brokerage app moomoo is offering 2 Free Stocks! Just open an account and fund with $500 to get your stocks! Super easy.
Grab your 2 free stocks now!

Subscribe To Our Newsletter

Join thousands of MtM readers who are subscribed to receive a once daily email with all of our posts. Never miss out!

You have Successfully Subscribed!