Can Facebook Messenger help travelers get better service?

When Karen Korr wanted to change part of her European itinerary, she didn’t call Travelocity, her online travel agency. She didn’t send an email or a text message, either.

Instead, Korr, who works for a nonprofit organization in San Diego, clicked on Travelocity’s Facebook page and sent the company an instant message. She asked whether she could make arrangements to stay in Lagos, Portugal, for a few extra days.

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