www.nowlebanon.com Social media win: MEA airlines apologizes over leaked videos During a hellish experience on an MEA Airlines flight from Dubai to Beirut on May 3, Lebanese expat Hussein Dajani took matters into his own hands. He grabbed his camera and started recording footage of passenger grievances, including a nonfunctional AC system, a dysfunctional entertainment system and broken chairs. Upon his arrival, Dajani promptly posted the series of videos to MEA's Facebook page. MEA issued an apology on Wednesday, but only after social media users expressed outrage that Dajani had been banned from the airline's Facebook group and blocked from adding any more comments. Here's a snippet from the airline's apology: "In light of the videos we have seen, the comments provided in social forums and the valuable feedback we are receiving online, we are glad to announce that we will be increasing our presence in various social media to provide dynamic interaction with our customer ba! se worldwide." The good news is that corporate brands are finally starting to engage with customers via social media. The bad news? They handled it completely wrong. The airline should not have tried to silence Dajani in the first place. Social capital cannot be bought or sold, it needs to be earned. The apology was important, but now MEA has to follow through with its promises to improve. Beware: our trusty Tweeps and bloggers have the airline on their radar and are awaiting real results. Dajani's ...
0 comments: