Disgruntled British Airways customer uses Twitter's promoted tweets to bombard brand with bad PR
An unhappy customer has harnessed the power of promoted tweets to slam British Airways for losing his luggage.The nameless Twitter account user goes by the handle @HVSVN and is thought that Hasan Syed is the president of Illinois cosmetic products company Salon Commodities, makers of Uberliss and As I Am. In his tweets, he ‘thanked’ BA for “ruining my EU business trip” and said he’d never fly with the airline again.He added he would not stop running promoted posts until BA found his lost luggage and proceeded to bombard Twitter with posts and pictures criticising and mocking the brand over the issue.BA eventually responded to the disgruntled customer, claiming they couldn’t send a private Twitter message to him because he didn’t follow them on the social network – which irritated him even further when he claimed that was not true and asked if BA had bothered to check.Twitter’s promoted tweets function is designed to allow advertisers to target an audience either by placing tweets at the top of any Twitter searches made by users searching for a brand or related topics; placing tweets in timelines designed to reach users who are likely to be interested in the brand; or by placing tweets on the timelines of users in a specified geographic area.A spokesman for British Airways told The Drum: "We would like to apologise to the customer for the inconvenience caused. We have been in contact with the customer and the bag is due to be delivered today."
Unhappy: The customer's Twitter profile
— (@HVSVN) September 2, 2013
What is taking @British_Airways customer service so long? They've had over a day to figure this out.— (@HVSVN) September 3, 2013
I'm sorry for spamming everyones feeds. It just has to be done. The customer is usually right.— (@HVSVN) September 3, 2013
Hey @British_Airways! I can haz my luggage back PLZ?— (@HVSVN) September 3, 2013
I refuse to stop running Twitter Ads until @British_Airways finds the lost luggage— (@HVSVN) September 3, 2013
7 Hours & counting with no response from @British_Airways. Guess they don't care about customer service or Twitter, LOL— (@HVSVN) September 3, 2013The customer also retweeted a stream of other users who had contacted him to express their own dismay with BA customer service and congratulate him on his promoted tweets initiative.
@British_Airways jesus. I have been following you already. Did you even bother to check?— (@HVSVN) September 3, 2013
Interesting; a disgruntled customer is buying a promoted tweet slamming a brand where they had a bad experience. That's a new trend itself!— Marty St. George (@martysg) September 3, 2013