Airline complaints in 140 characters or less

According to this recent article dug up from Mashable, Gatwick Airport in the UK has begun a campaign to encourage airline travelers to tweet their complaints to the handle @Gatwick_Airport.

At first glance, this seems like a brilliant use of social media and a victory for customer service in the airline industry (which is notorious for being awful), but is it really?  Who’s to say that this isn’t just a ploy to keep complaints to a maximum of 140 characters and, therefore, make them easier to ignore?

Only time will tell, but like everything else in PR, it boils down to execution.  How well do they implement this campaign and use it as a jumping off point for actual substantive, direct contact with airline travelers?  It’ll be an interesting case study to follow.

Read the full article here…

…and please weigh in with your thoughts in the comments section.


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