Inside the hub where Southwest responds to passengers' complaints

ABC News' David Kerley gets a behind-the-scenes look at Southwest Airlines' media hub, where agents respond to passengers' complaints in real time.
2:54 | 11/21/17

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Transcript for Inside the hub where Southwest responds to passengers' complaints
We are back with tips for smooth holiday travel. The TSA preparing to screen more than 24 million passengers this week and David Kerley is inside southwest airlines social media hub where they are responding to complaints in realtime. Good morning, David. Reporter: Good morning, George. It is on. The rush for Thanksgiving travel and if you have a problem on a plane and you post on social media to the world that problem here are some of the people that are listening to you. This is inside southwest social media hub where they listen to you and try to solve problems with this very powerful tool. Heading home, lines are longer. Airlines expected 3% more flyers this Thanksgiving. I honestly didn't think it would be this busy. Reporter: If there's trouble, these days, expect a tweet and the airlines are listening. If she can get something on her phone. Reporter: In Dallas southwest airlines calls this its listening center where you hear the sound of fingers tapping keyboards. So what did he say we fly -- With you all the time and today has been the worst day yet. Reporter: From a father with three young children trying to get to cancun. We've seen those disturbing social media videos. The passenger dragged off a jet. Passengers coming to blows and nasty tweets aboutissed flights, poor customer service. Every day southwest is tagged 3,000 times on social media. Airlines at first worried when social media burst onto the scene but now see this as a way to solve problems. To really see something is brewing and get on top of it a lot faster. He just responded. That's great. We started off with him being extremely frustrated and now he knows he's in a better spot. Reporter: Southwest has a team of 40 covering 24 hours a day. Getting involved in about half of those 3,000 daily posts. Things that you may not think were a big issue now can become a monster issue for you if you're not responding in an expedient manner. Reporter: They're so fast they may be the first to tell the airline that something is wrong. We'll be able to take it to the mechanics or take it to the piles and they'll be able to hear about it for the first time. Reporter: And that father with three young children made it to cancun. Good news for him. A couple of tips for you if you want to use social media to talk to your airline. You can see on their screens actually the conversation just came down but they have on the left side that all the social media Twitter and Facebook and on the other side they listen to their operation center. If you are going to tweet, use the airlines' actual handle on Twitter and that will get their attention. A couple of other things to do, be specific about what your problem is and don't forget, George, if you want to you can go private so even though you may start telling the world you're having a problem you don't have to solve it all with the airline on the greater twitterverse. Some good advice, David, thanks very much.

This transcript has been automatically generated and may not be 100% accurate.

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