Awww…airlines fighting over a customer via Twitter


When two brands decide to engage on Twitter the outcome can often be entertaining. When airlines are involved, well, the stakes are often a bit higher. Mostly because context seems to be something the airlines struggle with online. So when a passenger sent a tweet about the irony of watching an ad for one airline on the TVs of another there was plenty of potential for things to go awry.

United responded and it was both on-topic and on-target.

And then a bit of back and forth, though nothing too amazing.

So, yeah, not really that big a deal. Except that both airlines actually got the message right on this one (admittedly a bigger deal for United than JetBlue, historically speaking).

Good social media presence is rarely a sure thing. I do enjoy seeing it done right every now and then.

 

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Seth Miller

I'm Seth, also known as the Wandering Aramean. I was bit by the travel bug 30 years ago and there's no sign of a cure. I fly ~200,000 miles annually; these are my stories. You can connect with me on Twitter, Facebook, LinkedIn and .

3 Comments

  1. This just confirms how completely pointless Twitter is. Who cares what ad Matt Soleyn is watching and where? Even his own family and friends probably don’t give two squirts of piss about it. Yet a portion of my ticket price pays for the airline to have a social media team so they can have gripping interactions like this. I want my fraction of a cent back.

    1. So a single interaction shows that Twitter is pointless? @United has saved me a hell of a lot of time and a good bit of money too. Everyone piles on United for being horrible at social media, but they have been nothing but great to me in the dozen or so assistance-needed interactions I have had with them.

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