I wanted to share my experience on this and see if they are shared by others, perhaps on the same and different airlines.
I am an active user of Twitter and Facebook and I often use both platforms to make comments (usually complimentary) about service, either in lounges or on flights. However, there have certainly been occasions that I ended up using social media to raise a complaint or concern and have found different responses and different outcomes, depending on the airline.
With QF, on most occasions when I raised a concern or problem on social media, they tend to be dealt with promptly and satisfactorily.
With CX, there was an occasion where a HKG-LHR flight starting having mechanical problems with their toilet pumps. About 2 hours into the flight, all of the toilets on the starboard side failed. As the flight progressed, the toilets on the port side began to fail one by one from the front of the plane towards the back, until about 2/3 into the flight when all toilets failed. The flight attendants sealed the toilets but didn't make an announcement about the toilets after the passengers were woken up for breakfast service and drinks were served. Let's just say that I have never seen a torrent of people rush to toilets upon landing at LHR as I saw that day. I wasn't the only one who took to social media to complain and found that we all had the same response: "Thank you for the feedback. We shall work harder."
I have never even seen an acknowledgement or response from BA to social media complaints.
I am an active user of Twitter and Facebook and I often use both platforms to make comments (usually complimentary) about service, either in lounges or on flights. However, there have certainly been occasions that I ended up using social media to raise a complaint or concern and have found different responses and different outcomes, depending on the airline.
With QF, on most occasions when I raised a concern or problem on social media, they tend to be dealt with promptly and satisfactorily.
With CX, there was an occasion where a HKG-LHR flight starting having mechanical problems with their toilet pumps. About 2 hours into the flight, all of the toilets on the starboard side failed. As the flight progressed, the toilets on the port side began to fail one by one from the front of the plane towards the back, until about 2/3 into the flight when all toilets failed. The flight attendants sealed the toilets but didn't make an announcement about the toilets after the passengers were woken up for breakfast service and drinks were served. Let's just say that I have never seen a torrent of people rush to toilets upon landing at LHR as I saw that day. I wasn't the only one who took to social media to complain and found that we all had the same response: "Thank you for the feedback. We shall work harder."
I have never even seen an acknowledgement or response from BA to social media complaints.
