EasyJet Demonstrate How Not To Handle Social Media Complaints We’ve all been there. Trying to save those last few pennies before the holiday. Changing your money before reaching your destination. Booking transport from the airport ahead of time. Well it appears that EasyJet are offering a new in-flight service. Nevermind economy, a recent passenger has allegedly experienced a seat without a back on their flight.
The passenger sent the image to her boyfriend who tweeted the airline highlighting the lack of backs on some seats. He joked that the budget airline had beaten no-frills Ryanair to the idea of removing the chair’s backs. He said that the woman in the picture was asked to stay where she was until the flight was fully boarded before being moved to another seat with a back.
EasyJet then decided to ask the customer to remove the image and to direct message them across Twitter, which drew more attention to the story and increased media attention. Their official account tweeted
“Hi Matthew thanks for bringing this to our attention, before we can investigate this, can I ask you to remove the photography & DM us more info so we can best assist you – Ross.”
Unsurprisingly, Twitter users were appalled that a national company would try to sweep this under the carpet, rather than openly work to resolve the issue. The explosion of social media has allowed for total transparency of the actions of individuals as well as companies. 20 years ago, if this story wasn’t picked up by a major news network, you may never have read about it. But now? Now it can appear on several socials feeds within a few seconds. The image of the seat, passenger and airline can be plastered across every social feed or TV screen in minutes. So how much do you care about your company’s image?
It’s not just customers who can negatively affect your company’s social media presence, your employees are also able to damage your reputation. So what should companies do to protect their social media presence and their company image?
ELAS Legal Consultant, Liam Grime, explains: “Although employers are unlikely to be held liable for the opinions or views expressed by their employees, it is not impossible. It would depend on the nature of what was written or said and whether this is a view shared by both employer and employee. Companies should have stringent policies in place to dictate how to handle situations online. It is highly possible however that the views or opinions of employees can bring an employer’s reputation in to disrepute, therefore employers should take preventative measures to ensure that their employees understand how they are expected to behave when expressing themselves on social media, or on the company social media account. One way to do this would be to introduce a social media policy which stipulates that employees are prohibited from displaying any opinions or views relating to the company, its clients or its workforce. Stating that a breach of this policy is a disciplinary offence, and one that could even amount to gross misconduct dependent on the severity of the breach, should deter employees from doing so and help ensure that the employer doesn’t feel the side effects of a careless employee’s social media activity.”