Beta
×

Welcome to the Slashdot Beta site -- learn more here. Use the link in the footer or click here to return to the Classic version of Slashdot.

Thank you!

Before you choose to head back to the Classic look of the site, we'd appreciate it if you share your thoughts on the Beta; your feedback is what drives our ongoing development.

Beta is different and we value you taking the time to try it out. Please take a look at the changes we've made in Beta and  learn more about it. Thanks for reading, and for making the site better!

Angry Customer Buys Promoted Tweets To Bash British Airways

Soulskill posted 1 year,12 days | from the why-make-the-money-if-you're-not-going-to-enjoy-spending-it dept.

Twitter 286

An anonymous reader writes "After the airline lost his father's luggage (and presumably was less than helpful in resolving the issue), one man decided to use Twitter's self-serve ad platform to issue a warning to fellow travelers in the New York and UK markets. The tweets have gotten the attention not only of media outlets, but also of fellow airlines. A JetBlue executive even retweeted it. While companies use the platform to target customers, it's interesting to see it being turned around."

cancel ×

286 comments

Sorry! There are no comments related to the filter you selected.

Incoming (1)

TheSpoom (715771) | 1 year,12 days | (#44749837)

Libel lawsuit in 3... 2... 1...

Re:Incoming (0)

Anonymous Coward | 1 year,12 days | (#44749873)

But is it libel if it's true?

Re:Incoming (1, Insightful)

alen (225700) | 1 year,12 days | (#44749889)

every airline loses luggage and has rules on how much they will reimburse you

yes it sucks, but it happens to every airline every day. this is like the idiots who switch wireless carriers every week because of some perceived slight in customer service or they can't get 10 bars at home 24x7

Re:Incoming (5, Insightful)

chrismcb (983081) | 1 year,12 days | (#44749959)

every airline loses luggage and has rules on how much they will reimburse you

Yes, but some airlines/airports lose luggage more often than others. And some airlines are more helpful than others when they do lose the luggage.

Re:Incoming (4, Interesting)

gstoddart (321705) | 1 year,12 days | (#44749987)

That doesn't mean that some companies aren't so egregiously bad at customer service that you wouldn't walk away from doing business with them.

In my experience, United Airlines is shit, don't care if they're shit, will tell you point blank you shouldn't expect anything but shit, and would you like some more shit?

When a company ignores you, blows you off, or does absolutely nothing about your complaints, I think something like this is brilliant.

Sending a very public "fuck you" is sometimes the only recourse you have for companies who have lousy service. If they're going to act like "too bad, we don't care" -- pointing that out for all to see isn't such a bad idea.

I've never dealt with BA, but I've certainly encountered companies whose customer service is so terrible as to make you think they're doing it on purpose. And those companies deserve a little public shaming sometimes.

Re:Incoming (4, Interesting)

MightyYar (622222) | 1 year,12 days | (#44750127)

In the early 2000s I had a two Sprint phones on a family plan. For a year, I checked our usage almost daily on their website. One day, it stopped working. The first-line idiot said that it still worked the same way it did when he was hired 6 months ago. I asked him whether he thought I was crazy and he said, "Well, I guess I don't know." I spoke to his manager - same line: you have never been able to do this from our website. Either guy could have at least pretended to believe me, but that's customer service gone right and they were all about getting it wrong. How hard could a bug report be? I cancelled my service on the spot.

Had I been able to buy a Tweet at the time, I might have. Complete incompetence.

Re:Incoming (0)

Anonymous Coward | 1 year,12 days | (#44750731)

In my experience, United Airlines is shit, don't care if they're shit, will tell you point blank you shouldn't expect anything but shit, and would you like some more shit?

I know it's just anecdotal, but I've flown on many airlines and United has the worst customer service. It seems like they enjoy doing it too. I've heard that if you're on the top levels of their millage program, the experience is different. I wasn't there long enough to find out.

alen whoever abducted you... (-1)

Anonymous Coward | 1 year,12 days | (#44749989)

... forgot to take their anal probe out.

Re:alen whoever abducted you... (1)

sjames (1099) | 1 year,12 days | (#44750141)

That's not an anal probe, it's some corporate PR wonk's arm.

Re:Incoming (4, Insightful)

Russ1642 (1087959) | 1 year,12 days | (#44750105)

So what? They all do it so it's ok? What's your point? They deserve every bit of bad press for losing luggage.

Re:Incoming (1)

h4rr4r (612664) | 1 year,12 days | (#44750129)

Some lose more luggage than others, some will go beyond the written terms to help you. Just like some carriers are nicer to deal with than others.

Re:Incoming (2)

fuzzyfuzzyfungus (1223518) | 1 year,12 days | (#44750759)

"every airline loses luggage and has rules on how much they will reimburse you"

Incidentally, while airline staff will, at times, attempt to lowball you, they can sometimes be...encouraged... to be more helpful by the implication(ideally true) that you are familiar with the 'The Warsaw convention (as amended by the Hague and Montreal protocols)' if your dispute involves luggage, 'Regulation 261/2004' if your dispute involves flight delays, being bumped, etc. and falls under EU jurisdiction. Trying the same with 'Rule 240' in the US is just a bluff these days, though it sometimes works; but a familiarity with the airline's "Contract of carriage" isn't...

Re:Incoming (1)

TheSpoom (715771) | 1 year,12 days | (#44749897)

I didn't say they'd be right or prevail, I just expect a lawsuit to be filed.

Re:Incoming (3, Insightful)

Anonymous Coward | 1 year,12 days | (#44749909)

But is it libel if it's true?

Prove it. In court. Under absurd amounts of cross-examination conducted by an army of lawyers.

Oh, and court cases take time, time which cuts into you earning money, time which can be trivially manipulated by lawyers familiar with gaming the system.

But maybe it's true after all! Once you're long since bankrupt, maybe someone will care!

Re:Incoming (1)

MickyTheIdiot (1032226) | 1 year,12 days | (#44749941)

The tweet that I saw says "bad customer service." I doubt you are going to be able to prove that libelous.

Re:Incoming (0)

Anonymous Coward | 1 year,12 days | (#44749997)

The tweet that I saw says "bad customer service." I doubt you are going to be able to prove that libelous.

Oh, heavens no. I couldn't ever prove that libelous in a court of law. That's because I'm a human being.

BA has lawyers, you see.

Re:Incoming (2)

alen (225700) | 1 year,12 days | (#44750125)

there are pretty clear standards for libel
even if you can't afford a lawyer, its not that hard to prepare for an initial hearing and ask for summary judgement for it to be dismissed. of course that would mean that you tried to go through BA to find your luggage and they failed and didn't compensate you and whatever.

Re:Incoming (1)

fuzzyfuzzyfungus (1223518) | 1 year,12 days | (#44750497)

It is well known, though, that Britain is a Very Bad place to be sued for libel. My guess would be that BA isn't going to push it, because they'd rather just have the thing blow over; but British libel law is brutal. (Incidentally, American feelings on 'libel tourism', the practice of suing people in the most favorable venue, were so strong that the "SPEECH Act [wikipedia.org] ", which makes all foreign libel judgements unenforceable by US courts unless compliant with 1st amendment standards, passed unanimously in both the house and senate. That's crazy rare.)

Re:Incoming (0)

Anonymous Coward | 1 year,12 days | (#44750147)

All he needs to do is show that a reasonable person to whom the same has happened would also consider it bad customer service.

If that is libellous, giving advice in private would be slander, and not giving a positive recommendation when asked could be construed as negative, so that's libel/slander too, so we're all fucked.

Re:Incoming (3, Informative)

TheSpoom (715771) | 1 year,12 days | (#44750009)

Indeed, according to Wikipedia [wikipedia.org] :

English defamation law puts the burden of proving the truth of allegedly defamatory statements on the defendant, rather than the plaintiff, and has been considered an impediment to free speech in much of the developed world.

I'm sure the law is more complicated than that (and Wikipedia isn't the greatest source in the world) but it could get hairy for the guy.

Re:Incoming (1)

MightyYar (622222) | 1 year,12 days | (#44750247)

Yes, and Hasan Syed appears to be a subject of the Crown, so he's probably in trouble.

Re:Incoming (2)

Minwee (522556) | 1 year,12 days | (#44750013)

Don't ask for legal advice on Slashdot. Their service is horrendous.

Re:Incoming (5, Funny)

mspohr (589790) | 1 year,12 days | (#44750181)

Au contraire...
I've found that I get great service on Slashdot for legal questions. You can ask anything and get lots of different answers in minutes. None of these people are actual lawyers but that doesn't stop them from expounding at length (as if they were getting paid by the hour) about any subject. The usual barriers of accounting for different laws in different jurisdictions are never a problem here. You can get legal advice for any country just by extrapolating answers from the five or ten countries represented in the typical answer set.
Best of all, it's free and open source!

Re:Incoming (1)

Anonymous Coward | 1 year,12 days | (#44749927)

Depends. Under US law truth is an absolute defense from a libel suit.

My understanding is under British law the matter is a little more complex....

Re:Incoming (1)

ackthpt (218170) | 1 year,12 days | (#44750219)

But is it libel if it's true?

Truth hasn't stopped a charging lawyer yet.

Re:Incoming (1)

K. S. Kyosuke (729550) | 1 year,12 days | (#44750233)

But is it libel if it's true?

In Britain? Absolutely.

Re:Incoming (1)

Frobnicator (565869) | 1 year,12 days | (#44750273)

But is it libel if it's true?

In the US, no, truth is an absolute defense against libel claims.

In the UK, it can be considered defamatory even when true.

And in either country the cost of defending against the lawsuit can be prohibitive regardless of the outcome.

Re:Incoming (1)

egamma (572162) | 1 year,12 days | (#44750697)

But is it libel if it's true?

His tweet said "their customer service is horrendous." That clearly makes it a matter of opinion, which is protected by free speech laws in the US. However, British laws are much more "protective" of the "victims" of "big meanies" who share their opinions in public.

Re:Incoming (1)

Dominare (856385) | 1 year,12 days | (#44750733)

No, it isn't. IANAL, however I believe defamation is legally defined as untrue statements that harm public perception of a person or business. If your statements are true, they are therefore by definition not libelous.

Re:Incoming (0)

MickyTheIdiot (1032226) | 1 year,12 days | (#44749893)

In the US, money = speech.

And usually that favors corporate behemoths. Glad it is going the other direction for once.

Re:Incoming (0)

Anonymous Coward | 1 year,12 days | (#44749957)

Streisand Effect. There's nothing BA could possibly gain from a suit that would benefit them as much as the bad publicity harms.

Re:Incoming (1)

Cyberax (705495) | 1 year,12 days | (#44750237)

Not possible. There's nothing libelous in the statement that some company's service is bad, since there's no accepted absolute scale of good/bad service.

If he claimed that BA's flight attendant raped him and killed his mother - that would definitely be a libel.

Re:Incoming (1)

squiggleslash (241428) | 1 year,12 days | (#44750345)

Yes, because corporate libel actions have such a good track record of making the allegedly libelled plaintiff look good. [wikipedia.org]

now i will never fly BA (4, Funny)

alen (225700) | 1 year,12 days | (#44749841)

because of this one tweet. it opened my mind to how evil this company is burning customers' luggage for the fun of it

thank you thank you thank you

Re:now i will never fly BA (2)

X0563511 (793323) | 1 year,12 days | (#44750003)

Avoid United while you're at it. I hear they break guitars [youtube.com] .

Re:now i will never fly BA (1, Insightful)

alen (225700) | 1 year,12 days | (#44750063)

people need to learn how to pack fragile objects
no one is going to take special care for your one package and make the plane late.

Re:now i will never fly BA (1)

intermodal (534361) | 1 year,12 days | (#44750187)

Southwest will take special care AND make sure your plane is on time. I once flew home to Dallas with my wife from Philadelphia with over 50 bottles of Dogfish Head Beer packed carefully amongst our four duffel bags. I advised the counter that there were glass bottles in our bags, and they slapped "fragile" stickers on and every bottle made it safely to Dallas.

Re:now i will never fly BA (1)

alen (225700) | 1 year,12 days | (#44750261)

like southwest has never been late

what happened years ago doesn't count since airlines are losing money now and looking for ways to cut costs. years ago we had somewhat real food on planes. even on short 3 hour flights. years ago i've flown on planes half full and had a whole row of seats to myself. years ago you could get to the airport 30 minute prior to your flight and make it easily

Re:now i will never fly BA (1)

intermodal (534361) | 1 year,12 days | (#44750399)

I find it difficult to believe that 2008 on WN was so different from today's WN. I've flown them multiple times since, and have had nothing but good luck with their baggage handling. In fact, once my luggage made my flight while the TSA lines kept us to a later flight and a re-route through two unanticipated cities. But we got there with luggage waiting for us, not much later.

WN has always been good to us, even if the frills are few and far between. I don't judge my three-hour hop by whether they brought me a meal. I judge it by whether I got where I was headed in a reasonable amount of time. If that means I pack a sandwich, so be it.

Re:now i will never fly BA (0)

Anonymous Coward | 1 year,12 days | (#44750567)

What are you talking about? On the whole airlines are making money now. The 2013 IATA profit estimate is about $13 billion, which will be the 3rd most profitable year in this millennium and a major improvement over the $8 billion from 2012.

Re:now i will never fly BA (1, Insightful)

CohibaVancouver (864662) | 1 year,12 days | (#44750601)

You're totally wrong, and here's why: I was once [insert anecdote] and [anecdote] happened. I'm [never] [always] doing that again, let me tell you!

Re:now i will never fly BA (1)

intermodal (534361) | 1 year,12 days | (#44750649)

You're absolutely correct...except for context.

The post was in response to "no one is going to take special care for your one package and make the plane late." It only takes one case to disprove such a claim. First, it makes the assertion that no one is going to take care of your luggage properly. That may be broadly the case, but is not universal. Second, it assumes that failure to treat luggage like crap automatically makes a plane late, which is patently false. It doesn't take better than an anecdote to defeat a sweeping generalization.

Re:now i will never fly BA (-1)

Anonymous Coward | 1 year,12 days | (#44750751)

Southwest is garbage. I'm sorry but if you think they're an acceptable airline, you need to fly more.

Re:now i will never fly BA (1)

Jmc23 (2353706) | 1 year,12 days | (#44750215)

I know, how dumb of that guy to only pack his guitar in something specially designed to keep guitars safe. He should have built an iron cage around it, right?

Re:now i will never fly BA (1)

alen (225700) | 1 year,12 days | (#44750297)

i've had to load 747's full of bags. we threw them on the plane

same here, unless he locked the case to make sure it won't open accidentally it probably opened when they threw it into one of those boxes they use to hold luggage inside the plane

Re:now i will never fly BA (1)

Jmc23 (2353706) | 1 year,12 days | (#44750433)

Perhaps you should stop making suppositions about things where the truth is known?

Re:now i will never fly BA (1)

tompaulco (629533) | 1 year,12 days | (#44750533)

i've had to load 747's full of bags. we threw them on the plane

same here, unless he locked the case to make sure it won't open accidentally it probably opened when they threw it into one of those boxes they use to hold luggage inside the plane

Um, if you lock your bag then you have something to hide according to the TSA and they will break your lock or your case to get in and look.

Re:now i will never fly BA (1)

Molochi (555357) | 1 year,12 days | (#44750535)

Or the baggage handler or TSA person opened the lock to see if the hardcase held a model to add to his collection.

Re:now i will never fly BA (2)

ackthpt (218170) | 1 year,12 days | (#44750669)

people need to learn how to pack fragile objects
no one is going to take special care for your one package and make the plane late.

I cast my guitar in carbonite whey I fly. Works great for fidgetty kids, too!

Re:now i will never fly BA (2)

h4rr4r (612664) | 1 year,12 days | (#44750171)

Avoid them because they suck, not because they sometimes break stuff.

Re:now i will never fly BA (1)

alen (225700) | 1 year,12 days | (#44750205)

i haven't flown them for years, but how do they suck? you pay money, you get on plane. you pay to take luggage with you.
sometimes weather happens along with other things and planes get delayed. sometimes luggage is lost. that's why anything expensive you always carry on yourself and never check it in.

and i've always hated the people that bring the huge bags on aircraft taking up all the space. i have no problem with airlines making them check it in

Re:now i will never fly BA (5, Informative)

h4rr4r (612664) | 1 year,12 days | (#44750291)

I have been on flights that were overbooked, planes that were broken only to be discovered after we boarded and delays extending past 12 hours. To be extra jerks they of course just made the delay one or two hours at a time so they could avoid compensating us for food or toiletries. Shit happens, but how they handle it is beyond poor customer service.

People bring those bags aboard because airlines seem to love to lose or break stuff. If Fedex can manage 99%+ delivery to the right place at the right time surely the airlines could too.

Re:now i will never fly BA (1)

alen (225700) | 1 year,12 days | (#44750325)

same here
planes are complex machines, they break. one time i saw an engine leak oil from my seat. the point is don't expect them to spend $100 for a hotel or whatever if you spent $200 on a flight. that's air travel.

Re:now i will never fly BA (2)

h4rr4r (612664) | 1 year,12 days | (#44750349)

I have different expectations. When I spend $800 on a flight round trip I do expect a $100 hotel if they fuck up. Not my problem. Air travel is like that because we allow it. Honestly I think that they should start having to refund a percentage of the ticket cost for every half hour they are late, if the problem is within their control like a broken plane.

Re:now i will never fly BA (2, Informative)

Anonymous Coward | 1 year,12 days | (#44750453)

Anonymous for odvious reasons...

Dont do Business with United Airlines. I used to answer phones for a travel website (that I wont mention, but they're still around.) and recieved a call from a grieving, crying father who was so upset he could barely talk for the first 10 minutes.

This was in 2002, with 9/11 fresh on everyone's minds still. The guys son was on a flight from one end of the country to another, where to where I dont recall anymore but it doesn't matter. He had a heavy middle-eastern accent, and so I can assume his son had it as well. He was in a layover somewhere when the airline his 18 year old son was advised there was a 'complaint' on the plane. His presense on the plane was making someone 'uncomfortable'....

So they kicked him off the flight, and rescheduled him for another flight. It was the last flight of the night, so there was nothing until the next day. He's 18 years old, a thousand miles from home, has no money (not smart but at the same time...) and because he's 18 he cant get a hotel room. The airline would offer him nothing, not even food vouchers. That airline was United Airlines.

I was on the phone for 3 hours before I gave up and refunded the tickets at full cost to the website. NEVER work with United.

Re:now i will never fly BA (1)

houghi (78078) | 1 year,12 days | (#44750499)

that's why anything expensive you always carry on yourself and never check it in.

Sometimes you will not be allowed to take the expensive stuff as carry on. e.g. camera equipment. That goes easily in the thousands of dollars very fast.

What I heard a person do is take a flare gun (unloaded) and put it in the case and then fill out the forms that there is a firearm in the case and you can bet your sweet ass, they are doing almost everything to not loose your case with the firearm.
http://traveltips.usatoday.com/flying-valuables-103754.html [usatoday.com]

Don't blame me if they shoot you or do even worse when the above happens not to be true.

This will accomplish nothing. (0)

Anonymous Coward | 1 year,12 days | (#44750305)

In my current job, I have to deal with airline complaints.

Repeat after me: All airlines suck!

Like all cable TV companies.

The airlines KNOW that they can treat you like shit and get away with it. Years, an airline CEO got a customer's complaint. He basically said, oh well, they'll be back because the only thing the flying public cares about is low fares. He accidentally hit 'Reply All'. The press got it and called him on it and he just said, "Yep, I said it. So what?"

It's been a while so it's been buried by millions of asshole SEOs crap.

so, this will make a small splash, BA will go on fine, and this poor bastard will at best get a voucher on BA.

Have a nice day! (Airline speak for Fuck off!)

So? (0)

Anonymous Coward | 1 year,12 days | (#44749903)

All marketing is like that. Because the cost is a bit lower (though I imagine still not "cheap" -- for some values of the word "cheap"), and "digital" is in front, it makes it news... like anything else in the last few decades, I suppose....

4 hours to respond (5, Insightful)

schneidafunk (795759) | 1 year,12 days | (#44749907)

Think about this, BA did not respond to this paid & highly public tweet until 4 hours later. If they are that bad at dealing with publicity, I imagine their customer service on a daily (semi-private) basis must be 10 times worse.

Re:4 hours to respond (1)

MickyTheIdiot (1032226) | 1 year,12 days | (#44749929)

Poorly paid public facing people make the problem orders of magnitude worse.

Re:4 hours to respond (3, Interesting)

firex726 (1188453) | 1 year,12 days | (#44749961)

I assume for something so odd and unexpected it took them a bit to properly prepare their response.

Marketing guy would have to take it to his Mgmt and him to his, etc... then it'd have to debate on how to respond then it' have to be passed back down the chain and done. Last thing you want is for it to go south and you be THAT GUY that messed it up. Name of the game is covering your ass, especially on high publicized portional PR nightmares.

Re:4 hours to respond (5, Insightful)

alen (225700) | 1 year,12 days | (#44749985)

he tweeted it 7:57pm. in england its the middle of the night
in the US people are relaxing with families

this will really turn me off from flying BA because they didn't respond to a tweet at night

Re:4 hours to respond (-1)

Anonymous Coward | 1 year,12 days | (#44750245)

7:57pm is middle of the night? Goodness me, the English goes to bed very early...

Re:4 hours to respond (5, Funny)

alen (225700) | 1 year,12 days | (#44750275)

the tweet was in NYC. english time is a few hours of ahead because the earth is curved and we have these things called time zones

Re:4 hours to respond (2, Insightful)

KPU (118762) | 1 year,12 days | (#44750385)

I heard that airlines operate in multiple time zones.

PR firms don't. (0)

Anonymous Coward | 1 year,12 days | (#44750657)

While flights are virtually 24/7, PR/ marketing/ and advertising firms tend to be outsourced to few regions around the world. To be fair, I'd expect BA to have an agency or reps in the US - primarily in NYC, the hub of corporate PR and advertisement.

Re:4 hours to respond (0)

Anonymous Coward | 1 year,12 days | (#44750089)

Are you kidding? Why should companies have people manning *Twitter* 24/7. There are a gazillion official channels you can get ahold of BA (or other) companies. Lost luggage happens daily on the big airline networks. It sucks, it's probably not even BA's fault, it was likely the workers who load/unload at one of the airports. They're always employed by the airline authority. It's not like it fell out of the plane.

Re:4 hours to respond (2)

h4rr4r (612664) | 1 year,12 days | (#44750257)

For the same reason they have people answering the phones. Having the conversation in public is much better for everyone who is not the big company.

Lost luggage happens, some airlines do a better job finding it or compensating. The fact that the person who lost it was not a direct employee of BA does not matter. BA was handed the bags and is responsible for them until they are handed back to their owner.

Re:4 hours to respond (0)

Anonymous Coward | 1 year,12 days | (#44750479)

My experience with BA:
I was flying from Stockholm to Melbourne via London. Flight Stockholm->London was slightly delayed so I would miss connection. Waited several hours in line to reschedule for another flight 24hrs later. Ground staff promised "you'll be reimbursed €200" (i was a studen i.e. big deal) and got a card with contact info to support.
Then, later I tried to reach support to get my reimbursement. Tried the website ("automated nope, that flight wasn't delayed"). Tried snailmail (no response at all). Tried calling them - lots of waiting, general rudeness, etc, the usual stuff you'd expect from shitty support. Finally got a support rep that told me "ok I'm gonna give you a number, but please don't tell them who gave it to you". I called that number and a couple of weeks later I actually did receive a reimbursement - in the form of a £30 voucher for another BA flight, valid only for a few months.

First and last time I flew with BA...

(ok, so in the rescheduled London->Melbourne fligh I got a business class seat so it wasn't all bad I guess :P)

Re:4 hours to respond (0)

Anonymous Coward | 1 year,12 days | (#44750753)

4 hours is bad? So what is the maximum acceptable time? I think that 4 hours is a fairly speedy response for something like this. I don't get it. What's OK? 1 hour? 5 minutes? 2 nanoseconds?

Slashdotted (0)

Anonymous Coward | 1 year,12 days | (#44749913)

Slashdotted already, must be a record

Re:Slashdotted (1)

greg1104 (461138) | 1 year,12 days | (#44750359)

The link goes to technologyadvice.com; I have some for them.

Twitter will fix this in their terms of service (0)

Anonymous Coward | 1 year,12 days | (#44749919)

"You may NOT tweet or retweet bad reviews about products from our premium advertisers."

Re:Twitter will fix this in their terms of service (1)

ciderbrew (1860166) | 1 year,12 days | (#44750203)

I'd expect a few tweets to twitter about fucking the fuck off and their premium advertisers with them.

Re:Twitter will fix this in their terms of service (1)

ggraham412 (1492023) | 1 year,12 days | (#44750309)

Yeah, and once it is in the TOS I wonder if using Twitter like this will become a criminal offense under the Computer Fraud and Abuse Act, "having knowingly accessed a computer without authorization or exceeding authorized access" ?

Brilliant. That way BA wouldn't even have to pay for their own lawyers' time in a libel suit. Instead it would all be US prosecutors on the US taxpayer's dime.

Nice that customers have some power (1)

Kazoo the Clown (644526) | 1 year,12 days | (#44749931)

But I wouldn't expect them to keep this power. Just like retail stores rid themselves of picketers by building shopping malls (you can't picket on private property, so pickets can only be at the street entrance to the mall property which severely hampers their effect on individual stores). No doubt they'll figure some way to take the wind out of these sails. Freedom of speech only belongs to those with money...

Re:Nice that customers have some power (1)

Russ1642 (1087959) | 1 year,12 days | (#44750145)

I have never even heard of people picketing a store. Does this happen?

Re:Nice that customers have some power (1)

the eric conspiracy (20178) | 1 year,12 days | (#44750249)

I've seen it at strip malls. And WalMart.

The thing is though it's really no different from regular malls. The picketers have to stay off private property which means the they need to be pretty far away from the store if it has a good sized parking lot.

It really has nothing to do with whether or not the store is in a mall, and everything about how much parking there is between the store and the street.

Re: Nice that customers have some power (1)

Kazoo the Clown (644526) | 1 year,12 days | (#44750591)

Stores have been known to be picketed, but you don't see it much anymore. Picketing a store with it's own parking lot is a lot more effective though, than picketing a store with a huge shared parking lot-- I've seen it happen, people picketing at an entrance to a mall parking lot, but there are usually many entrances, and it's tough to cover them all with a small crew, and the problem being, a mall may have hundreds of stores, you don't know who's crossing the picket line and who's not. Customers may just be going to one of the stores not being picketed.

Now however, storefronts are taking a back-seat entirely for many people-- you definately can't effectively picket a store whose access is via the internet. Opportunities for people who have been wronged by stores to communicate with other customers are generally under attack, if they can find a way to prohibit tweeted complaints being elevated to premium positions, rest assured they will.

Re:Nice that customers have some power (1)

danbert8 (1024253) | 1 year,12 days | (#44750595)

We have unions out protesting in front of various businesses because they used non-union labor for things. Of course I don't think they have actual union people out protesting. They probably hire out non-union people for that...

Re: Nice that customers have some power (1)

Kazoo the Clown (644526) | 1 year,12 days | (#44750691)

Unions are not the only picketers. Sure it was common for unions to picket, but private citizens or individual employees have been known to as well. Not much point though if you are one person with an issue at one store, even an independent one, that's in a space in a 250-store mall with a huge paking lot.

Re:Nice that customers have some power (1)

MightyYar (622222) | 1 year,12 days | (#44750287)

I'm less than outraged? Why should you be allowed to trespass?

Re:Nice that customers have some power (1)

neminem (561346) | 1 year,12 days | (#44750571)

Right, those with money. This *was* a person with money, which he used to buy promoted tweets. Did you even read the title? :p

It's not lost (0)

Anonymous Coward | 1 year,12 days | (#44750007)

Just delayed.

eyes on (0)

Anonymous Coward | 1 year,12 days | (#44750085)

Billboards work better- I look at them sometimes.

All PR is good PR (1)

RJFerret (1279530) | 1 year,12 days | (#44750139)

They might lose luggage more if it results in others paying to promote their brand name! Folks down the road won't remember why BA is in the forefront of their subconscious when they go to purchase tickets... Smart of Jet Blue to try to get in on the attention too.

This is one of the big problems with trying to warn folks off bad service, you really need to promote every company save the one you aren't a fan of or it just ends up good for them in the long run.

Re:All PR is good PR (3, Insightful)

Anonymous Psychopath (18031) | 1 year,12 days | (#44750335)

They might lose luggage more if it results in others paying to promote their brand name! Folks down the road won't remember why BA is in the forefront of their subconscious when they go to purchase tickets... Smart of Jet Blue to try to get in on the attention too.

This is one of the big problems with trying to warn folks off bad service, you really need to promote every company save the one you aren't a fan of or it just ends up good for them in the long run.

All PR is good PR is only something said when there's bad press by people who want to keep their jobs. And it isn't true. If it were everyone on /. would love Microsoft.

Re:All PR is good PR (1)

nospam007 (722110) | 1 year,12 days | (#44750491)

"They might lose luggage more if it results in others paying to promote their brand name! "

Just send your luggage with UPS or Federal Express to the Hotel and back if you must use an extra one besides the one you carry. I use a sturdy metal one (I don't have to carry it, so...)
The first time I saw that it was some Boy scouts who sent all their gear that way because they'd had been bitten several times.

I'm sure they lose them too sometimes, but they have better insurance and they bring it home and you don't have to pull it for miles in, to and from airports.

Ryanair dreams of just being horrendous. (1)

ciderbrew (1860166) | 1 year,12 days | (#44750159)

It is fucking downright dogshit in the mouth awful. Ryanair lost my business forever and ever. Ryanair 's customer service is horrendous + extra charges.

Re:Ryanair dreams of just being horrendous. (1)

realityimpaired (1668397) | 1 year,12 days | (#44750299)

Ryanair is fine if you don't bring any luggage beyond your purse/carry-on. Though I wouldn't expect a 5-star inflight meal.

I know people who travel with no luggage at all... just go to a consignment on arrival to buy some outfits, and donate to a charity before leaving. Works remarkably well for them, and not actually much more expensive than paying overage fees. Also, if they're flying domestically, they get a tax writeoff for the donation (though that bit works better in big countries like Canada or the US... where Ryanair doesn't fly. ;))

Re:Ryanair dreams of just being horrendous. (1)

neminem (561346) | 1 year,12 days | (#44750373)

I would never fly Ryanair, because my understanding is that if there's ever any problem, even if it's entirely their fault, their first and only reaction is going to be flipping you the bird, and I don't want to rist that.

However, while flying Southwest, even though it offers you a whopping 2 free checked bags, I very rarely take advantage of it, because it's just so much *simpler* packing everything into a backpack and stowing it under your seat. You're never worried that your things will get lost, redirected incorrectly or damaged, and as an added bonus, you don't even have to wait in the baggage claim zoo for your bag to appear. You can just walk right off the plane and out of the airport.

I don't see any reason to travel with *no* luggage, though... are there airlines that charge you for even a single under-the-seat bag?

Re:Ryanair dreams of just being horrendous. (1)

realityimpaired (1668397) | 1 year,12 days | (#44750557)

are there airlines that charge you for even a single under-the-seat bag?

Probably some of the super-ultra-mega discount ones, but I have never flown such an airline. (cheapest/lowest end I've ever personally flown was Air Canada/Jazz... for trips to Europe, I usually take Air France or British Airways depending on where I'm flying to/from, though I've flown Lufthansa, too. My aunt is the one who regularly took Ryanair when she was in Europe).

Having a change of clothes stuffed in your laptop bag or a backpack isn't a bad idea... the point was mostly about not bringing a suitcase. :)

Re:Ryanair dreams of just being horrendous. (1)

neminem (561346) | 1 year,12 days | (#44750647)

And my point is, I stuff my laptop in my backpack, and then stuff *all* my clothes in there with it, and that's all my luggage, unless I'm gonna be gone more than like a week, and I'm going somewhere where there won't be any way to wash clothes.

You would think they'd have this down by now (2, Interesting)

djbckr (673156) | 1 year,12 days | (#44750369)

Airlines have been handling luggage for a very long time, you would think they would have this figured out by now.

Anecdote: I flew Delta quite a bit some years ago and lived about 2 hours/90 miles away from the airport. They would routinely misplace my luggage (never lost it, thankfully) and they had to have somebody drive my bag to my house when they found it. This happened a dozen times. It must have cost them about the price of my ticket for each delivery.

I can only assume that it was because of the luggage missing connecting flights, but most of the time I had at least an hour layover. It just seems like they could make this work

Re:You would think they'd have this down by now (2)

sunderland56 (621843) | 1 year,12 days | (#44750577)

Airlines have been handling luggage for a very long time, you would think they would have this figured out by now.

UPS and FedEx have been handling packages for a shorter time, handle a very much larger quantity of packages a day, but almost *never* lose a package.

Maybe the airlines need to just copy what the shipping companies do?

Re:You would think they'd have this down by now (1)

lazlo (15906) | 1 year,12 days | (#44750711)

Either that, or customers should wise up and overnight their luggage to their destination via FedEx. You know, I started writing that sentence aiming for "funny", but the more I think about it, the more sense it makes. As the airlines charge more and more for checked bags, the differential cost to have your luggage reliably arrive, and in a probably-less-molested state, will eventually be well worth it.

Hah! Joke on him. (0)

Anonymous Coward | 1 year,12 days | (#44750413)

They still got his money.

Satisfied customers tell 3 friends... (0)

Anonymous Coward | 1 year,12 days | (#44750445)

Unsatisfied customers tell 3,000. Well known in retail. Never more relevant.

Flew BA once (0)

Anonymous Coward | 1 year,12 days | (#44750485)

I live in the US, but travel overseas 3+ times a year. My last trip, there was a small BA segment from Johannesburg to Cape Town.

The aircraft was well-used and about 20% full. There wasn't much organization around boarding - no matter with a mostly empty plane. The equipment was an old Airbus .... with extremely well-worn leather. The BA "blue" that I expected just wasn't there. It was faded.

A simple drink and snack service was handled like they were passing peanuts down the line at a Mets game and I was on the aisle. I wasn't looked at in the eye, no smiles and no excess words beyond what was mandatory. Perhaps a cultural thing for the African crew - I don't know. I felt like an inconvenience.

NO customer should ever feel like an inconvenience.

Don't get me wrong, KLM, Delta, Italian Air, American, United, Frontier ... can all suck. I've also had fairly nice flights on each of them. KLM made me feel special on my last trip out - at the end of the 8 hr flight, they handed me a survey. I was getting special treatment compared to other people around me ... trying to get good marks on the survey, I suppose. On the way back, I got hassled by the TSA-chick in AMS over refusing to go through their millimeter wave system. I'm usually asked "why" once. She asked 4 times and it felt like an interogation. "Because I don't want to" was my only answer, so she didn't like it. I've never gone through the newer x-ray or millimeter wave machines - NOT ONCE. I don't need to get cancer any sooner than my father did.

The Korean Air team handled everything with a purpose after we boarded and got out of the USA. In the USA, too many Americans handling checkin and boarding - though I did get singled out and bumped to the front of the line initial check-in line for some unknown reason. In Seoul, changing planes was like clock work - professional, pleasant, efficient. A $4 shower was great too. I love their boarding by zones and that Korean and Japanese people tend to follow instructions and lined up for their zones correctly. I'd like to see that in China, India or Nepal!

I haven't had any lost luggage since the mid-1980s. Scary - I'm passed due now. Going overseas, I tend to have 3-4 segments each way (37 hrs of travel can be tough), so there has been lots of opportunity to lose it. Just lucky I guess.

So, all in all, I don't dislike BA, but I don't plan to go out of my way to fly them either. They missed an opportunity.

Load More Comments
Slashdot Login

Need an Account?

Forgot your password?

Submission Text Formatting Tips

We support a small subset of HTML, namely these tags:

  • b
  • i
  • p
  • br
  • a
  • ol
  • ul
  • li
  • dl
  • dt
  • dd
  • em
  • strong
  • tt
  • blockquote
  • div
  • quote
  • ecode

"ecode" can be used for code snippets, for example:

<ecode>    while(1) { do_something(); } </ecode>