February 11
I thought I would take it upon myself to translate a few “tweets” I have read recently—tweets from airlines of course. It amazes me that with all the grief the airline industry takes from the media that sometimes airlines convey a condescending message via twitter-the same message that can be found at the airport and in the planes at times. Some airlines don’t use twitter to their advantage. Their tweets are very re-active vs. pro-active. Most companies that actively communicate to their customers using twitter try to be positive & insightful and if they are successful, they add value. Twitter would seem to be a public relations slam dunk for airlines, but not based on some tweets I have read recently. Here are some tweets from an airline followed by my translation in red.
1) Booked w/an online agency (eg expedia, orbitz) & flt cancelled for weather? You can rebook w/agency by phone.
Don’t bother us. You’re not really our customer (even though we are providing the service you bought) unless you bought your ticket on our web site; and maybe not even then
2) Long hold times, disconnects: call volume high due to snow, addressing disconnects w/IT
It’s not our problem it’s IT’s—a.k.a our problem
3) Snow delays/cancels. Info avail online & since you’re using a computer right now
We want to apologize but don’t want to admit any shortcoming
4) Need flt status? Don’t tweet the request-love to help but status chgs as weather does
Please don’t trouble us with your insignificant plans
5) Why cancel flt BEFORE snow reaches destination? B/c stranding plane in snow inconveniences 100s more. Not smart.
You customers are not very bright. Good thing we are able to come up with these sophisticated strategies
6) Until Scotty can beam us from A to B, we fly planes. During snow, we cancel for safety.
Not only are we smart, we are funny too.
