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Using Twitter to resolve holiday complaints

I don’t like it when consumers are not treated fairly, so I will help out any consumer who I feel has been let down by a company. This week I received an email regarding a flight booking issue, where the consumer, admitted their mistake of choosing ‘miss’ instead of ‘mr’ while booking flight and accommodation.


Using Twitter to resolve holiday complaints

Simple error led to frustration

Initially, the passenger was asked to cancel the original flight, costing £519 and told to rebook, which would cost an additional £617. When the customer first contacted Travel Republic, a request to BMI was escalated and they were told that the airline would not make an exception to their policy.

Using social media to deal with complaints

I approached both companies on Twitter and the whole experience was quite interesting. BMI simply asked me to email someone, which I didn’t find very useful – whereas Travel Republic, asked for more information, investigated the complaint on my behalf and kept both the customer and myself up-to-date.

BMI need to relook at their policy

The passenger ended up just paying a £25 admin fee, and saved nearly £600! I am glad common sense prevailed, but, I have to ask why this couldn’t have been done in the first place. It isn’t as if the forename or surname was spelt incorrectly, it was an obvious mistake that should have been picked up. I wonder how many other BMI passengers have cancelled their flight and rebooked by making the same simple mistake?

I think it is time for the airline to relook at their policy.

Tips for consumers using Twitter

Social networks like Twitter are a good way to communicate with companies – ideally, you should contact the company via telephone or email initially, but, if this line of communication fails then try searching on Twitter to see if the company have an account and if it is active. I wrote a beginners guide to Twitter which is worth a read.

Remember to be polite, and do not provide any personal details publically. Just inform them that you have a complaint, and could they follow you so you can send more information via Direct Message. Do not be surprised if the company doesn’t respond – many organisations have signed up to Twitter because it is ‘cool’ and then forget to manage their account.

Your thoughts on this holiday issue

Have you had a similar issue? Have you had a good experience using Twitter for solving your travel complaint? Is Twitter a good tool to resolve holiday complaints? Feel free to add your comments in the section below.

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