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.'

 

 

 

 

 

 

 

 

Before commenting please read our rules for commenting on articles.

If you see a comment you find offensive, you can flag it as inappropriate. In the top right-hand corner of an individual comment, you will see 'flag as inappropriate'. Clicking this prompts us to review the comment. For further information see our rules for commenting on articles.

comments powered by Disqus

Latest Articles

Max Clifford trial jury to reconvene tomorrow after majority verdicts direction

Max Clifford trial jury to reconvene tomorrow after majority verdicts direction

The jury in the trial of celebrity publicist Max Clifford on 11 charges of indecent assault has been sent home for the day after being told by the judge earlier this afternoon that he will now accept majority verdicts.

Labour "fooling themselves" over plans to combat attacks on Miliband

Labour "fooling themselves" over plans to combat attacks on Miliband

Conservative-leaning public affairs experts have questioned the value of Labour's adoption of US-style campaigning tactics in the wake of the opposition hiring election strategist David Axelrod.

PLMR appoints Professor Tim Morris as non-executive director

The vet who helped establish the British Horseracing Authority's anti-doping and animal welfare programme has joined PLMR as a non-executive director.