When traveling, having your luggage lost is one of the most inconvenient things in the world. What are you supposed to do without all of your clothes and personal items when you arrive to your destination? And what happens if, God forbid, the suitcase never shows up?
Airlines deal with lost luggage complaints every single day, and we can imagine that both parties get incredibly frustrated when it happens. We know we would never want to be on the receiving end of a lost baggage complaint. Especially now that social media exists. Businessman Hasan Syed was upset with the way British Airways handled his father’s lost luggage, so he took his complaints to Twitter.
In all actuality, this is a great way to get your problems addressed. If a company has a decent PR team, they will want to resolve any complaint posted on a public platform, as quickly as possible. Syed took it to the next level however when he paid to have his tweet promoted, targeting New York and UK markets.
His tweet “Don’t fly @BritishAirways. Their customer service is horrendous.” was seen by thousands of people before it was seen by British Airways ten hours after it was posted. It was picked up by Mashable after only six hours.
British Airways responded to Syed asking him to direct message them the reference number so they could look into it, but we imagine that the damage was already done. Buying promoted tweets, like Syed did, could be a real game changer for customer service complaints. Companies didn’t have to worry about complaints being publicized across massive platforms a few years ago, but now it is something they will definitely have to think about.
But hey, maybe they will work a little hard to not lose luggage now.