Originally Posted by
116d
I suspect part of that is because if a complaint or an issue is on Twitter, it's there for all and sundry to see, so in the interests of positive
PR (or damage control?) they have to be seen to be acting quickly. How quickly something gets resolved if taken to Twitter also depends if whoever is operating the Twitter feed is empowered to be proactive with customer complaints and if it is decided that customers can contact them via Twitter. Whoever is operating the Twitter feed is also mindful that whatever they tweet under their employer's handle is basically tweeting on behalf of the company, so they mustn't tweet in haste like individuals or certain politicians tend to do and risk making a tit of themselves, otherwise the backlash can cause more negative
PR.
I say this from another airline is one example how not to handle a customer's post. It's tame in the grand scheme of things, but it fanned the flames when you look at the responses:
https://twitter.com/easyJet/status/1158642028143611904
It also made a national newspaper (yes I know the Independent doesn't appear in print form anymore):
https://www.independent.co.uk/travel...-a9041451.html
I agree though it's not good if issues are being resolved more quickly via Twitter than via official channels.
With that Easyjet case though, the person who posted was lying. The woman was not allocated that seat for flight, she just sat their temporarily whilst the air raft was boarding to speak with a family member. In which case I think it was only fair they asked them to take it down as it was lies.