A phone call is still the most popular tool for Americans to use when something goes wrong in their travels, while human-to-human interaction is second most popular, which means old-school still rules in customer service, for all the hype around digital CRMs. Social media is the least popular, but that could be expected: It is the least mature of all the channels, and still has a long way to grow. Men like using digital tools for customer service slightly more than women in America. Women like human-to-human interaction more, whether through staff at hotel/airport or through travel agents. Get the full story at Skift