Air France, the flagship carrier of France, has officially ceased providing customer service via Twitter, reflecting a broader shift in digital engagement strategies among global airlines. Travelers attempting to reach Air France through direct messages on the airline's Twitter handle will no longer receive assistance. Instead, the airline encourages customers to utilize alternative platforms such as Facebook Messenger, WhatsApp, and their official website for prompt support.
While Air France has not released a formal explanation for this decision, industry experts highlight Twitter's 2023 policy changes that introduced substantial fees for enterprise API access as a primary influence. These revised terms require companies to pay anywhere from USD 100 to several thousand dollars monthly, depending on their usage and follower base. With over 400,000 followers on Twitter, Air France joins a growing list of organizations reassessing their presence on the platform.
Due to changes in Twitter’s policies, our customer service team can no longer respond to direct messages on this platform. We remain at your disposal through our other service channels. Thank you for your understanding.
— Air France (@airfrance) April 28, 2023
Notably, Air France’s decision mirrors actions taken by other major organizations, including New York’s Metropolitan Transportation Authority, which discontinued Twitter communications in response to rising operational costs. However, other leading airlines—such as KLM (its joint-venture partner), American Airlines, Delta Air Lines, and British Airways—continue to offer customer care via Twitter as of 2025, illustrating the diversity of digital service strategies in the industry.
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