How important do you have to be to have your Tweet matter to Southwest Airlines?
This was the topic of a story on CNN today, after movie director Kevin Smith was booted off a Southwest flight for being too fat.
“Dear @SouthwestAir – I know I’m fat, but was Captain Leysath really justified in throwing me off a flight for which I was already seated?” Smith tweeted at 6:52 p.m.In less than 20 minutes, a Southwest Tweeter came to his rescue, offering him a chance to send a direct message which later led to a $100 voucher for a future trip. But next time, heknows, he’ll have to buy two seats, since his girth exceeds the airlines rules for passengers ‘of size.’
Would a regular Joe have gotten this same attention?Well, maybe say a few Social media experts.JetBlue, for example, has six people monitoring the Twittersphere with their ears to any complaints praise or other comments about their service. “We consider ourselves more of an information booth rather than a customer service counter,” public communications manager Morgan Johnston said.
But Southwest didn’t exactly fix the portly director’s problem, since he still had to get off the plane and fly later.So the next time you get in a jam, reach for your iphone and post a cute Tweet. It might be useful in getting you a voucher, or at least a reply.