Call for an instant quote
0345 90 80 161
Open Mon to Fri 09:00 - 17:30 | Sat 09:00 - 16:00 (GMT)
06 September 2013 08:36
Twitter may be a useful tool for consumers
Social media may prove a key weapon in the battle for better customer service, as one disgruntled British Airways customer has proven.
Hasan Syed was so annoyed with the way BA handled the issue of his father's missing luggage, that he paid to have a tweet promoted. Paying to have a promoted tweet means it is read by more people as it is given greater prominence on the Twitter feed of the relevant company. Promoted tweets are normally only used by companies who want to advertise something.
The tweet read: "Don't fly @BritishAirways. Their customer service is horrendous."
Mr Syed's tweet spread around the world, having been initially targeted for New York and the UK. Many re-tweeted his message and six hours after it went live it was picked up by news website Mashable. After another four hours, British Airways picked up on it and replied with "Sorry for the delay in responding, our twitter feed is open 09:00-17:00 GMT. Please DM [direct message] your baggage ref and we'll look into this."
Mr Syed was complaining after his father's bags got lost on a flight from Chicago to Paris. The issue of lost luggage is reminder of the importance of
travel insurance for those jetting off.
It is not clear how much he paid for his promoted tweed, but experts believe it could become a popular way for the public to fight back against big businesses.
Writing in his blog, Shashank Nigam, chief executive of aviation consultancy SimpliFlying, said: "The implications are tremendous for the future of airline customer service, especially on social media.
"These tools are easy to use and brand detractors have the same access to them as corporations. I'd guess that this cost less than a thousand dollars to buy and Mr Syed targeted it smartly.
British Airways later told the BBC: "We would like to apologise to the customer for the inconvenience caused. We have been in contact with the customer and the bag is due to be delivered today."
21 October 2016
A union is warning of travel chaos over the Christmas period at four major UK airports, unless a baggage carrier transfers staff to other companies.
20 October 2016
Thousands of passengers faced travel chaos yesterday after rail service through the Channel Tunnel was suspended because of a power failure.
19 October 2016
People planning holidays from Gatwick Airport in the run up to Christmas could face travel chaos as unions threaten to strike over a pension dispute.
18 October 2016
Eurostar has said it will cut 12 services from London St Pancras to Paris and Brussels.
15 October 2016
Tourists in Thailand are being advised to "behave respectfully" and wear "sombre" clothing as the country mourns King Bhumibol Adulyadej.
14 October 2016
Holidaymakers are being warned to buy currency in advance as exchange rates being offered are as little as 0.96 euro to the pound at airports.
13 October 2016
Scientists say there is strong evidence air pollution and vitamin D deficiency can cause dementia.
12 October 2016
More people are going on holiday than at any time in the past five years despite terror attacks and the impact of Brexit, according to a study.
11 October 2016
People from across North Carolina had to be rescued from their homes as the downgraded Hurricane Matthew blew out to sea - leaving a trail of destruction in its wake.
04 October 2016
People travelling abroad is on the rise, according to the World Tourism Organisation (UNWTO)
08 October 2016
A hurricane pelting the coast of Florida and described as a 'monster' by a local official has brought chaos to the state, with flights cancelled, homes evacuated and theme parks shut.
07 October 2016
Low-cost airline easyJet says its profits will nosedive as terrorist attacks and air traffic control strikes are taking their toll on the company.