Southwest Airlines shows human side, sense of humor on Twitter
May 27th, 2008 |
Amidst the raging debate about curbside baggage checks, airline fees and restrictions against tipping sky caps, I jokingly asked Southwest Airlines on Twitter whether I would now have to pay the airline for the bags under my eyes. Here is their response:
This is exceptional, because it means that Southwest is actually staffing their Twitter account with live people, and they have the freedom to have a little fun. Go ahead and leave a comment about how awful airlines are at customer service, but since when have you been able not only to “talk” to an airline, but actually reach a real person with a sense of humor?
Tags: Southwest Airlines, Twitter, baggage
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Oh that’s terrific all the way around!
Comment by Mari — May 27, 2008 @ 12:29 pm
Nice touch. Even if Customer Service can’t help fix a situation, if a company can diffuse / disarm anger with a cheeky sense of humor … even that would help so much.
Don’t even get me started with all the Customer Service reps that just … should be taken out back and …
Comment by Wendee Lee — May 27, 2008 @ 1:57 pm
Joel- Great post. I’m a big fan of corporations adopting Twitter the right way. Southwest does it well, @richardatdell has a nice dialogue going, so does H&R Block. It’s refreshing. I wrote a post a while back on Zappos+Twitter. http://usefullunacy.typepad.com/useful_lunacy/2008/05/listening-to-za.html -Tim
Comment by Tim Brunelle — May 29, 2008 @ 1:26 am