Reply To: Abuse of authority

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If a passenger kicks up a fuss on a social networking site (and gets noticed) then from a PR perspective an airline can’t be seen to ignore it.

But just because someone has the know how to make a fuss online it doesn’t mean that their grievances should be given higher priority over other business/customer issues. Indeed, I would wager that the views of those that just quietly walk away to the competition could be more valuable than Mr Angry in front of his keyboard.

I would hope airlines have a far more structured and rigorous approach to customer insight and feedback rather than simply jumping every time something murmurs online, as though it’s scared of its own shadow.

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