A small victory against BA bad service
After my worst 11 hours flight with BA - London - San Francisco, I decided to write a blog about it. It has become my most successful one ever since!
So it's one thing to have a successful post but it's another one to win over this airline. So I decided to tweet my blog over and over again on their twitter account but also on their competitor accounts. After two weeks of silence from BA I finally get an apology and a nice reward... 1500 miles.
Well it's nice indeed from them, however if they could take actions to solve their bad service that would be more valuable to my eyes.
The internet has offered new ways to fight back...
Angry customer buys promoted tweet to complain
about British Airways
An angry customer has used a promoted tweet to take on the type of big company more commonly associated with using the advertising method.
The disgruntled British Airways (BA) customer purchased the premium tweet to write: "Don't fly @BritishAirways. Their customer service is horrendous”. In doing so he has potentially set a precedent for others taking on big companies.
Promoted tweets are premium ad spaces on the social networking platform Twitter. They appear, based on keywords, at the top of the user’s timeline, in a similar way to sponsored links on Google.
Twitter does not disclose the price of a promoted tweet, but some reports have suggested that the price varies based on the engagement of the tweet and others have suggested such a tweet would cost up to $200,000 (almost £130,000) per day in the US.
The man bought the promoted tweet after his father’s luggage went missing on a BA flight. After two days of trying to contact the airline giant, he bought the advert.
Shashank Nigam, the chief executive of SimpliFlying, an aviation consultancy firm, wrote on his blog: "Today, the connected traveller has the same tools as the airline. And is probably better at using them too!”
He also said: “The implications are tremendous for the future of airline customer service, especially on social media.”
British Airways did get back to the man’s tweet, replying: “Sorry for the delay in responding, our twitter feed is open 0900-1700 GMT. Please DM your baggage ref and we'll look into this.”
British Airways later said to the BBC: “We would like to apologise to the customer for the inconvenience caused. We have been in contact with the customer and the bag is due to be delivered today."
Angry customer buys promoted tweet to complain
about British Airways
An angry customer has used a promoted tweet to take on the type of big company more commonly associated with using the advertising method.
The disgruntled British Airways (BA) customer purchased the premium tweet to write: "Don't fly @BritishAirways. Their customer service is horrendous”. In doing so he has potentially set a precedent for others taking on big companies.
Promoted tweets are premium ad spaces on the social networking platform Twitter. They appear, based on keywords, at the top of the user’s timeline, in a similar way to sponsored links on Google.
Twitter does not disclose the price of a promoted tweet, but some reports have suggested that the price varies based on the engagement of the tweet and others have suggested such a tweet would cost up to $200,000 (almost £130,000) per day in the US.
The man bought the promoted tweet after his father’s luggage went missing on a BA flight. After two days of trying to contact the airline giant, he bought the advert.
Shashank Nigam, the chief executive of SimpliFlying, an aviation consultancy firm, wrote on his blog: "Today, the connected traveller has the same tools as the airline. And is probably better at using them too!”
He also said: “The implications are tremendous for the future of airline customer service, especially on social media.”
British Airways did get back to the man’s tweet, replying: “Sorry for the delay in responding, our twitter feed is open 0900-1700 GMT. Please DM your baggage ref and we'll look into this.”
British Airways later said to the BBC: “We would like to apologise to the customer for the inconvenience caused. We have been in contact with the customer and the bag is due to be delivered today."
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