Well, yes… and no
It seems that it depends on how well your IT system can take it. Southwest Airlines recently discovered just how bad things can get when a campaign like this goes wrong. However, it also gave the world a perfect example of how a crisis situation can be successfully tackled on social media. What unfurled is a fascinating chain of events that provides a stellar case-study for any airline (or even airport) on social media.
Here’s our analysis of what happened
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