Spirit Airlines has moved away from humans performing customer service on Twitter (they weren’t really very responsive to begin with) to an auto-responder instaad.
[A] big social media team costs money, so we put our feed on Autopilot to save you cents on every ticket.
Other travel providers are concerned with defending their brand online, or want to create customer evangelists.
Customer service, to Spirit, is a cost center. They believe having customers who think you’re bad is a good thing. So why employ a twitter team?