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
Latest posts by Marco Serusi (see all)
- Top 10 Airlines Generating Brand Goodwill on Social Media - November 27, 2013
- “So what exactly do you do again?” Marco Serusi looks back at 2 years with SimpliFlying - November 14, 2013
- [Presentation] How the Connected Traveller is Changing the Airline Business — SITA Europe Aviation ICT Forum 2013 - October 22, 2013