Social media can do wonderful things for a business, but when it goes wrong it can really go wrong. US Airways learned this lesson on Monday when one of its staff inadvertently tweeted a pornographic image in response to a customer’s complaint – not once, but twice..
One customer tweeted: “You ruined my spring break. I want some free stuff @USAirways. H8 YOU.”
To which, US Airways’ social media wiz replied, “We don’t like to hear this, Alex. Please provide feedback to our Customer Relations team here”, and attached a link to the photo.