Have you ever complained about a bad experience flying with an airline via Twitter? Did the airline actually solve your problem? Perhaps next time, you should take a page from this guy’s book and buy some advertising.
When Hasan Syed took to Twitter after British Airways lost his luggage, the airline sat up and listened. According to a report from The Daily Dot, Syed purchased $1,000 worth of advertising on Twitter to promote his complaints about British Airways on the social networking site. Twitter has a self-serve ad platform, so pretty much anyone can pay money to get their message across to a large audience. Syed claims his tweets reached the eyes of about 77,000 people.
The first tweet that went out on Monday read, “Don’t fly @BritishAirways. Their customer service is horrendous.” Subsequent tweets featured insulting memes and updates on British Airway’s slow response to Syed’s complaints.
The airline did eventually get in touch with the complaining customer, and released the following statement: “We would like to apologize to the customer for the inconvenience caused. We have been in contact with the customer and the bag is due to be delivered today.”
But it was too little, too late. The media got wind of Syed’s campaign, leading to an interview with CNN and other coverage on major news outlets. One of his more recent tweets: “I got what I wanted. I win.”
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