We would imagine that not only is somebody getting fired for this, but that there could be serious legal action ahead for US Airways. Honestly, this is nuts.
We’ve featured a lot of good and a lot of bad examples of brands interacting their customers via social media on the site in the past, but we can safely say that never in the history of Twitter has any brand posted anything nearly as controversial as a post that was briefly on the account of US Airways earlier today.
In this day and age, most airlines have a policy of replying to tweets of complaint sent into them by customers in an effort to maintain good PR, as was the case with US Airways when one customer got in touch to express dissatisfaction after being delayed by an hour on a US Airways flight.
@ellerafter We truly dislike delays too and are very sorry your flight was affected.
— US Airways (@USAirways) April 14, 2014
@USAirways yeah, you seem so very sorry. So sorry, in fact, that you couldn’t be bothered to address my other tweets.
— Elle (@ElleRafter) April 14, 2014
After the customer rejected US Airways’ initial apology with a fairly bitchy response, the person operating the US Airways obviously lost complete control of their common sense and posted the following response, which has since been deleted but, unsurprisingly, quickly found its way around the internet.
We’ve published a censored version of the picture below (Thanks to Buzzfeed for the pic) and if you really want to see an uncensored version then be our guest to search elsewhere on the Internet because we won’t be publishing it here. You’ll soon see why.
US Airways issued a tweet of apology a little while ago, but we would imagine that the controversy surrounding this PR disaster, to use an appropriate phrase, is only about to take off.
We apologize for an inappropriate image recently shared as a link in one of our responses. We’ve removed the tweet and are investigating.
— US Airways (@USAirways) April 14, 2014
Sweet Jesus, what were they thinking?
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