Looks like we already have this week’s biggest PR fail: a traveler was so upset about British Airways losing his luggage that he paid to promote a tweet to all the brand’s followers letting them know how unpleasant his experience had been.
“Don’t fly @BritishAirways. Their customer service is horrendous.”
This is an unprecedented story, so it quickly spread across the web via Mashable and inspired CNN to interview disgruntled customer Hasan Syed, who started getting attention several hours before BA’s customer service reps even responded.
— (@HVSVN) September 2, 2013
Pretty much every media outlet around has already run this story today because it is amazing, but we have to ask: will it change the way customer service works on social?