Social media, in particular Twitter, has completely changed how airlines do customer service. Whereas once you would have to type an official complaint letter and send it to corporate headquarters, or give call the customer service hotline, nowadays you can simply post your feelings to the wide world of the internet, in the hopes that the company will pay attention. But while applications like Twitter may have been effective early on when fewer people were using them, today the platforms are saturated, and to be heard, you have to make some noise. Which is exactly what British Airways passenger Hasan Syed did.
In response to his father’s lost luggage, Syed (who uses the Twitter handle @HSVN) did more than just tweet his frustration, he purchased a promoted tweet in the New York and UK markets on Monday night, hoping that it would catch the attention of the airline. The tweet was simple, yet inflammatory: “Don’t fly @BritishAirways. Their customer service is horrendous.”What followed was an explanation of the lack of customer service in regards to his father’s lost luggage, as well as complaining about the lack in response time. Because of the promoted status, in the first six hours, the tweet itself got 25,000 impressions, but that of course excludes the coverage that the story got thanks to the news and blog world. As of this writing, British Airways has yet to respond to the tweet.
But while some may commend Syed for being an empowered citizen, it does beg some questions: In the day and age of social media, do we expect too quick of a turnaround for customer service? While big airlines certainly have many people employed around the clock to deal with customer service complaints, how efficiently can they really do so? Are we empowered travelers who can expect better customer service, or are we just making more noise?
Even if British Airways does end up responding, what change, if any, will it make internally for the company? There are likely just as many people with good customer service experiences with a certain airline as with a bad one, and although one negative complaint can be the “tweet heard round the world” it may not make any difference.
Ultimately, the only way to get better customer service is to demand it, and social media is yet another channel that allows us to do so. Will Syed’s promoted tweet work? That remains to be seen.