Skift Take

The Facebook comments beneath American's updates became a debate about how businesses handle unexpected bumps and self-righteous, frustrated passengers; in other words, the expectations of travelers today.

American Airlines grounded its entire fleet for several hours on Tuesday afternoon and took to social media to update its customers. Stranded passengers claimed that Twitter and Facebook were providing more detailed updates faster than gate agents.

American Airlines updated its Facebook page and Twitter account five times each during a  two-hour outage. The airline’s Twitter team received countless questions from stranded passengers, while flyers voiced their allegiance or disgust for the carrier in longer messages on Facebook.

The airline’s social media team has remained steady and consistent service over the past year during American’s many snafus, including flying seats and rampant delays. The airlines shared of some its secrets to managing the social platforms when Skift launched SkiftSocial earlier this year.

Here are a couple of comments from some of American’s more passionate passengers via their Facebook:

Considering the nature & the scope, you’ve done a great job. Just get it fixed so that it doesn’t happen again. You’ve earned my business.

Succinct and to the point; I imagine this response will cover 99.9% of those affected, but the remaining vitriolic 0.10 will surely be heard!

I still love America Airlines. The world is not a perfect place folks; if you approach each day thinking it is, you will ALWAYS be disappointed no matter the issue.

Kudos to management for the liberal rebooking policy, especially re other airlines. Giving the option of going to the other airline’s ticket counter with the electronic ticket number is very fair, helping to avoid the crush at AA facilities.

American also hears from its fair share of very unhappy flyers:

You are the WORST airline EVER! Seriously.. Instead of repainting your damned planes and claiming you are “doing a better job” – why not actually treat your customers with some respect and decent service.. YOU SUCK!


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Tags: american airlines, facebook, twitter

Photo credit: The Facebook page of American Airlines. American Airlines

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