One unhappy customer did. Ryan Holmes, the CEO at HootSuite wrote on LinkedIn about a customer who shelled out $1000 on Twitter's self-serve promoted tweet platform.
Hasad Syed tweeted Don’t fly with @British_Airways. They can’t keep track of your luggage." The Chicago businessman’s two-day campaign on Twitter against the airline last week made headlines. It wasn't the first time a customer mounted an assault on a social media platform, but the first where someone paid to get some action.
Within hours of sending out the first tweet, Syed and his father had received a personal apology from the airline. Their lost luggage was naturally recovered promptly. Meanwhile, some major tech news outlets had picked the story up, and over the next couple of days his tweets literally went viral, being seen not only by tens of thousands of people on Twitter but by many thousands more, as the story was retold by mainstream media giants like Time and the BBC.
Are companies listening ? Or will they stay smug and wait until a storm hits them. People are just getting the grasp of how to use social media effectively and the day may come when complaints are promptly addressed.