What would you do if an airline lost your luggage? Complain to a manager? Send them an angry email? Take it to Twitter?
Well, the latter is exactly what one disgruntled flyer did. But when he didn’t get the response that he wanted, he took the matter to a whole other level.
“@British_Airways is the worst airline ever. Lost my luggage & can’t even track it down. Absolutely pathetic #britishairways,” wrote Twitter user @HVSVN on Monday, adding, “Thanks for ruining my EU business trip #britishairways. I shouldn’t have flown @BritishAirways @British_Airways. Never flying with you again.”
When his tweets didn’t get any response from BA, @HVSVN stepped up his game, writing this promoted tweet, which he circulated to @BritishAirways’ 300,000 or so, followers.
“Yes. I’m promoting my tweets to all BA followers since their Customer Service is horrendous,” added @HVSVN. “It’s not about the money at this point. I’m going to run promoted ads until BA fixes this mess.”
Eventually – albeit 24 hours later – BA did get in touch, but their response, which showed a distinct lack of social savvy, didn’t exactly clear the matter.
@HVSVN kept running his ad, and BA made an official statement. “We would like to apologise to the customer for the inconvenience caused. We have been in contact with the customer and the bag is due to be delivered today.”
“I got what I wanted. I win.” said @HVSVN in his latest tweet. And the cost? $1,000, which generated some pretty sweet ROI.
18.7 percent engagement rate? It would be a remiss of Twitter to include this in future promotional material, but if any single event served to highlight the potential of their ad platform, this was it.
This article was originally published on MediaBistro (British Airways image via Shutterstock.)
Related Stories:
- “Houston, we have a Problem!” – Managing a Crisis on Social Media
- 4 Things Your Fans Dislike About Your Brand on Social Media
- Probably the Best Twitter Analytics Tool – Twitonomy
You might also like
More from Twitter
Twitter Blue Subscribers Now Get Up To One Hour To Edit Their Tweets
Not only do Twitter Blue subscribers get to edit their tweets, but now they will have up to 60 minutes …
Twitter Now Publicly Shows Who You Are Paying To Subscribe To
Twitter added a "Subscriptions" button to the user profile that lets anyone see who you are paying to subscribe to. Ever …
Twitter Blue Verified Subscribers Can Now Upload 2-Hour Videos
It probably still won't convince you to sign up, but Twitter Blue subscribers can now upload videos up to 2 …
Twitter Launches Encrypted DMs, But Only For Paid Subscribers
To send an encrypted DM on Twitter, you will need to be a Twitter Blue verified user, a verified organization, …
Twitter Is Purging Old Inactive Accounts
The purge of old and inactive Twitter accounts could free up many long-coveted usernames. Musk says Twitter will be removing accounts …
Is Twitter Working On A Cheaper Verification Plan For Organizations?
Twitter is reportedly working on a cheaper alternative for organizations to get verified on its platform. Currently, the only available …
Twitter Will Offer Free API Access For Public Announcement Accounts
Twitter announced it will revert to making its API free to use for accounts posting public announcements such as weather alerts, …
Twitter Will Require All Advertisers To Be Verified
It seems Twitter has found yet one more way to force users into paying for verification: Advertising on the platform …
The Twitter Blue Check Apocalypse Has Begun
Twitter has begun removing blue checkmarks from legacy verified accounts, leaving paid verification as the only way to own a …
