United shows how not to respond to an angry customer on Twitter

By Michael Sebastian | Posted: March 9, 2011

Brands, take note—here’s now not to respond to an angry customer on Twitter.

The website Kottke.org recounted the story of Mena Trott, co-founder of Six Apart, the company behind TypePad and Moveable Type, and her recent United Airlines flight to New York that was canceled on Feb. 28.

Trott tweeted three times about her anger with United:

Thanks @unitedairlines for randomly canceling my miles booked ticket for tonight, taking the miles & not letting me rebook for lack of milesless than a minute ago via webMena Trott
dollarshort

And then hanging up on me after I waited for an hour! I hate you @unitedairlinesless than a minute ago via webMena Trott
dollarshort

Apparently the automated voice recognition system can't tell what I'm saying through my tears @unitedairlines #IhateYouSoMuchless than a minute ago via webMena Trott
dollarshort

United’s Twitter handle remained mum—until Trott tweeted again, this time about the in-flight entertainment on her flight the next morning:

Thanks to @unitedairlines I can finally watch that Frasier episode I missed in 1994.less than a minute ago via webMena Trott
dollarshort

And United responded!

@dollarshort "...I hear the blues a-callin', Tossed salad and scrambled eggs…"

Good to know that whoever oversees the Twitter account knows the “Frasier” closing theme song; too bad he or she doesn’t recognize sarcasm.

It appears that tweet from United was deleted; however, the airline did offer this follow-up message on Twitter.

Speaking of eggs - they are all over our face! We missed the tone of the customer's tweet and apologize to those who were offended.less than a minute ago via webUnited Airlines
UnitedAirlines

Brands, if you’re not going to respond to the angry tweets from customers, don’t respond playfully when that angry customer sends you a smart-ass message.

(Image via)