Airlines Can’t Keep Up With Customers’ Social Media Complaints

Days after the son of an irate passenger bought a promoted tweet to shame British Airways, a second European airline is feeling the sting of a social media barrage aimed at its alleged ineptitude.

Air Berlin flight 8109 took off on August 9 without a single piece of checked baggage for the 200 passengers on board. Making matters even worse, it couldn’t locate any of the bags for weeks, causing a storm of Twitter complaints and a Facebook page devoted to the debacle.

That one incident would be bad enough, but according to Slate.com, Air Berlin also lost the musical instruments of two high-profile touring bands, one from Sweden and the other from Canada. The Toronto-based Metz vented their frustrations on Twitter, first to announce their gear was lost and again, two weeks later, to announce they’d finally recovered their instruments.

Scrolling down the airline’s Twitter page, visitors are met with apology after apology by the airline for missing baggage. Compliments on great service are hard to find.

How much of an impact are the angry Facebook posts and tweets really having? It’s obvious from the most recent complaints that Air Berlin hasn’t fixed the problems. Despite Hasan Syed’s tweet which received more than 25,000 impressions, British Airways has yet to respond publicly. Doctor Who and Torchwood fan favorite actor John Barrowman let his 217,000 followers know when he had an issue with a late departure and faulty seat on his Delta Airlines flight, but didn’t provide a promised update of a potential resolution.

From personal experience, I can say angry tweets aimed at Delta Airlines for a disastrous overseas flight in June never received a response. (Although to be fair, they did respond later after my wife logged an official complaint. More than 30 days after the initial complaint, but hey, Delta is rarely on time for anything.)

Have you used social media to lodge a complaint against an airline? What’s been the end result? Does social media shaming work or are old-fashioned complaint calls still the best way to vent your frustration?

Got A Complaint About An Airline? Buy a Promoted Tweet.

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.

8 Productive Things To Do On Your Next Layover

The next time you have a layover, don’t waste hours on end playing Candy Crush. There are plenty more productive things you can do with your time. In fact, Dallas/Fort Worth International Airport now has a kiosk where you can learn CPR. How’s that for useful?

If you’re not passing through DFW, here are some other ideas for constructive ways to pass the time:

  1. Learn a New Language: You won’t master Spanish while waiting for the next flight to Panama, but thanks to a slew of language-learning apps, you can at least practice.
  2. Get Some Exercise: This doesn’t mean you need to roll out a yoga mat in public. Use the break from the cramped airline seat to walk around the terminal or do some simple stretches.
  3. Get a Haircut: You might think it’s cool to look like a homeless person after your backpacking trip through Southeast Asia, but you’re probably the only one. Take advantage of the barbershops and salons that can now be found in many airports.
  4. Reorganize Your Bag: Now that you’re not throwing things in your bag in a packing frenzy, figure out how to reorganize and make it easier to find everything you brought. Now you’ll have room for souvenirs!
  5. Write, Read or Plan: Send a postcard to a friend. Rework that future award-winning travel narrative. Read all those parts of your guidebook you skipped before (unless you hate your guidebook, that is). Plan your next move. Do your taxes. Whatever you choose, just do something.
  6. Get a Drink: If you don’t agree this is “productive,” buy me a beer and we’ll talk.
  7. Write an Airline Review: This one’s for those unplanned layovers. Use that time to let the airline — and everyone else on the Internet — know about your missed connection.
  8. Call Your Mom: Seriously. You should do this more often.

Sir Richard Branson Applauds Airline Complaint Letter

Sir Richard Branson, the self-made billionaire of Virgin fame, must have some spare time these days. The business mogul has taken it upon himself to applaud a humorous airline complaint letter that went viral. Written by tennis pro Arthur Hicks, the sarcastic letter thanks Caribbean carrier LIAT for taking him on a tour of the islands.

Dear LIAT,

May I say how considerate it is of you to enable your passengers such an in-depth and thorough tour of the Caribbean.

Most other airlines I have travelled on would simply wish to take me from point A to B in rather a hurry. I was intrigued that we were allowed to stop at not a lowly one or two but a magnificent six airports yesterday. And who wants to fly on the same airplane the entire time? We got to change and refuel every step of the way!

I particularly enjoyed sampling the security scanners at each and every airport. I find it preposterous that people imagine them all to be the same. And as for being patted down by a variety of islanders, well, I feel as if I’ve been hugged by most of the Caribbean already.

I also found it unique that this was all done on “island time,” because I do like to have time to absorb the atmosphere of the various departure lounges. As for our arrival, well, who wants to have to take a ferry at the end of all that flying anyway? I’m glad the boat was long gone by the time we arrived into Tortola last night – and that all those noisy bars and restaurants were closed.

So thank you, LIAT. I now truly understand why you are “The Caribbean Airline.”

P.S. Keep the bag. I never liked it anyway.

Branson himself is no stranger to airline grievances. He once received what many regard as the world’s most epic complaint letter, a detailed account of a passenger’s “culinary journey of hell” when faced with a spongy biscuit during an in-flight meal. But as the saying goes, there is no such thing as bad publicity — even in the case of funny airline complaints.

What Do You Think Of United Airlines’ New Uniforms?

Starting today, passengers flying United Airlines will see the flight crew decked out in new threads. According to a press release, tens of thousands of worldwide employees – including flight attendants, customer service agents, technical operations and ramp workers – will begin wearing new, sophisticated uniforms with accents of blue, gold, silver and gray.

Although news outlets like Jaunted have questioned United’s choice to go against trend and not enlist a high-profile designer to create the uniforms, such as Banana Republic who recently outfitted Virgin America’s crew, United says the company relied on feedback from their employees to create the stylish yet functional clothing. Pilots will be the last to switch over to the new getup when they begin wearing new, midnight blue uniforms later this year. Once everyone has made the switch, the company’s attire will – for the first time ever – have a cohesive feel across all operations.