It’s sunny today, but those of us at Gadling spent the weekend in various stages of “soaked,” thanks to gray skies and copious amounts of rain. As we look ahead to a brighter week, we’ll leave you with one impressive, final “gray sky” photo, from Gadling Flickr Pool member James Adamson.
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?
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.
Royal watchers greeted the new prince this week with pomp, circumstance and silly hotel packages. Prince George Alexander Louis’ first trip will likely be to his mother’s hometown of Bucklebury, about an hour west of London, or to visit his grandparents on their annual holiday in Scotland. As Gadling’s de facto baby travel expert, with 50+ flights and 14 countries under my belt with my (now) two-year-old, I’d like to offer some family travel tips, with some special considerations for the future king:
1. Take big trips early: The first six months are the easiest time to travel, before the baby’s mobile and while they still sleep round the clock. As a tot, jet lag is easy to manage when you nap every other hour, and entertainment is easy to find anywhere when you are mesmerized by your own toes. The new parents might aim to take Prince George to visit his subjects in Canada in early October, once they’ve gotten the hang of his schedule and before the fall weather turns cold, or perhaps down to Australia during the spring shoulder season.2. Learn some local baby talk: Traveling with a baby is a great way to talk to locals, share common experiences, get help and recommendations and (possibly unwanted) parenting advice. When traveling to a country with a foreign language, knowing a few commonly asked questions and answers will go a long way in making connections. The people’s prince will be undoubtedly be popular anywhere he goes, so learn how to answer “How old is he?,” “What is his name?” and “Where is he in line to the throne?”
3. Check out of hotels: With a baby in tow, a kitchen and a washing machine make more attractive amenities than a hotel bar or concierge. Renting an apartment or house makes sense for a family, giving you extra room for the baby to sleep while the parents stay up, and a place to prepare bottles and baby food. Surely the Duke and Duchess have some castle time-sharing agreement to stay local? You might miss the service of a hotel, but if you are traveling with your own royal butler, it’ll still feel like a relaxing vacation.
4. Not all airlines are created baby-friendly: Air travel has gotten more stressful and uncomfortable for all of us, especially when you are terrified that you’ll be the one with the screaming infant. Some airlines do offer a few ways to make the experience more pleasant for you and your lap child. JetBlue still offers early boarding for families and a free checked bag (a lifesaver when you are toting a baby with your carry-on), and Emirates offers a baby kit with supplies for young children. Staying loyal to the UK carriers, British Airways and Virgin Atlantic have free baby bassinets, special meals, and entertainment for kids. Even if you are flying by royal private jet, there are still ways to make flying with a baby go smoothly.
5. Don’t rush the kid stuff: Many parents think that travel with a baby means finding specially-tailored activities and kid-friendly destinations right away, but hold off on Disney — it’ll be years before they can appreciate it. Look instead for places that I call baby-friendly, with plenty of things for Mum and Dad to enjoy: a trip to Sicily where His Highness will be cooed over by Italian grandmothers while you, Catherine and William, sip wine on a piazza and take in museums too “boring” for a child, or a second honeymoon to the Seychelles.
It’s 2013: we can carry hundreds of books on a pocket-sized device, video chat anywhere in the world and order nearly anything to be delivered to our door. So why do we still use paper luggage tags and rely on outmoded technology to track our missing bags? British Airways has teamed up with Designworks to test an electronic luggage tag this month that could eliminate disposable paper tags and allow smartphone users to track their bags. The reusable bag tag would automatically update after check-in with your flight information, saving time to print and attach new tags with every flight. Now if only they could prevent bags from being lost at London’s infamous black hole Heathrow Airport.