I’ve only used it like 5 times to contact airlines. Their social media team seems better staffed and more helpful than the hotline. Tried using it in the early days, but the 160 char limit was a total turnoff for me. Felt like back in the 90’s with a 160 char limit imposed on text messages, and everybody using cryptic abbreviations. That almost triggered some high school PTSD. And when they changed that I was already too far immersed in other channels to get my updates to really bother trying again.