British Airways deals with promoted tweet attack from disgruntled customer

British Airways (BA) has apologised to a man who went to the lengths of buying a promoted tweet to complain about the airline losing his father's luggage.

British Airways: 2012 ad campaign
British Airways: 2012 ad campaign

Twitter user Hasan Syed bought a promoted tweet through the site’s self-service ad platform and tweeted a series of messages criticising the loss of the luggage and the delayed response.

BA responded this morning, apologising for the delayed response and asking for Syed to direct message (DM) his baggage reference.

Syed questioned the policy of not having 24-hour social media support and asked BA to DM him, to which it responded he had to be following it before he could be sent a DM. He replied he was following it already.

A BA spokesman said the complaint was now being resolved. 'We're in contact with the customer, we've apologised for the inconvenience and we're getting the luggage to him. We've got his bag and we've apologised we couldn't get it to him sooner.'

 

 

 

 

 

 

 

 

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