With things like Twitter, Facebook and Digg so big in today’s society, you’d think that any company would at least try to understand how social media works and how to manage their reputation online.
However, Ryan Air took action this past week by calling bloggers idiots and lunatics after Jason Roe blogged about a bug in their booking process
After Jason posted his article about the bug, members of staff on the development team at Ryan Air left abusive comments on his blog calling him an idiot and a liar.
The actions of a few individuals obviously can’t be controlled by Ryan Air and once this came to the attention of Ryan Air, you’d expect them to issue a statement along the lines of, “The actions of these individuals do not express the opinions of Ryan Air” and so on but rather than issue a statement to protect the reputation of the company, the following statement was issued:
Ryanair can confirm that a Ryanair staff member did engage in a blog discussion. It is Ryanair policy not to waste time and energy in corresponding with idiot bloggers and Ryanair can confirm that it won’t be happening again.
Lunatic bloggers can have the blog sphere all to themselves as our people are far too busy driving down the cost of air travel.
If Ryan Air can’t respond to a simple issue like this, then what confidence does it give any customer when it comes to dealing with real customer service issues?