Travel app Skyscanner’s social customer service response goes viral on Facebook

The amused Lloyd shared a screenshot of the itinerary on the brand’s Facebook page on Aug. 23, with the caption, “Hi Skyscanner. Just wondering what you’d recommend I do during the 47 year layover your website has suggested?”

A rep named “Jen” responded to his post three days later with a detailed itinerary of Bangkok, rather than a run-of-the-mill reply directing him to a call center.

“Unless you’re a huge fan of The Terminal, I’d probably recommend spending those years outside of the airport, so here are a few suggestions,” she said, before recommending that he go check out a rooftop bar, take a cruise, check out the floating market and even become a Tai chi expert.

Jen from Skyscanner didn’t stop there. She went through the comments, initiating several other conversations — even throwing in a Game of Thrones reference when someone asked for her full name.

Such unscripted responses by brands’ social media agents is a growing trend, said Paul Johns, CMO at social customer service company Conversocial.

“Customers increasingly appreciate it, because they’ve gotten bored of the sterile nature of branded customer service,” Johns said.