#Ouch: Twitter means real-time, public customer feedback for airlines

Want to know how the airline business will be affected by social networking technologies?  Here’s a sign of the times from South Africa:

GLOBAL television personality Richard Quest has slammed South African Airways on the popular social messaging website Twitter, describing it as “shambolic” and in a state of “chaos”.

The outspoken host of CNN Business Traveller and the channel’s Quest Means Business yesterday criticised the troubled airline on his Twitter page, which has more than 10 000 followers around the world. His flight from Cape Town to Johannesburg was delayed and he accused SAA of handling the situation badly. [..]

Updating his Twitter page on Saturday, Quest wrote: “South African cancelled CPT/JNB. Bedlam at Cape Town. In a line 60 deep! CHAOS!”Shortly afterwards, he added: “Am likely to miss my connex to London. SAA are shambolic at handling this one cancellation”.

In his next posting, Quest said: “trx to another flight. Back at gate. more chaos! most unimpressive”.


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