I published an article for Knowtechie about several airlines that no longer offer customer support via Twitter DM. Expect more companies to follow suit, as Twitter becomes expensive and uncertain.
Airlines, Air France, KLM, and Ryanair no longer offer customer service support using Twitter’s direct message functionality. Twitter was an online customer support hub for many years. The social network offered low-friction access to a large user base, and inbuilt brand identity confirmation. When Twitter changed the blue checks from identity verification into a paid product, one of those factors was lost. We’ve seen real problems from Twitter brand impersonation already.