Why do airlines block their customers on social media?

Source: Christopher Elliott, Washington Post (Paid Registration)

What can you do when your airline stops talking to you? That’s not a hypothetical question for Kate Sawma, who was recently blocked on social media by Frontier Airlines during a customer service dispute.

Blocking accounts on Facebook or Twitter is common among social media users. But airlines do it, too. Based on interviews with airlines, other travel companies and travelers, blocking customers appears to be on the rise. Understanding why airlines do it can help you avoid getting on a blacklist and ensure that your next complaint is heard.

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