Spirit Airlines touts automated social media customer service
The airline claims that it can keep airfare lower by not paying humans to answer customer complaints on social media.
While most businesses go out of their way to employ best practices in all areas of marketing and operations, Spirit Airlines somehow survives by employing some of the worst practices. That now includes social media.
Spirit has a history of an almost adversarial relationship with customers, and has gotten its fair share of negative comments in social media. While all other airlines have made it a point to show that real humans work on these accounts, Spirit goes out of its way to try to convince you that they use a robot to manage their Twitter account.
“A big social media team costs money, so we put our feed on autopilot to save you cents on every ticket,” Spirit explained on Twitter.
The brand has renamed the Twitter presence the Spirit Autopilot.
Clearly, it’s a gimmick. The Spirit Autopilot responds to pretty much everyone who tweets at the brand with things like this:
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