One of Those Times You Don’t Want A Twitter Account

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I was in meetings all afternoon, so just heard about the latest customer service problem to plague American Airlines/US Airways. I rather wish I hadn’t. Last month I wrote about the benefits of having a Twitter account even if you don’t tweet. Today exemplifies why you might not want one after all.

Per this buzzfeed post (with graphic photo blurred unless you want to see the original), a very graphic picture rather than a link to a customer service survey was sent out from their account.

US AIrways graphic tweet

They’ve since deleted the tweet (though apparently it took an hour) and posted a public apology. I definitely feel sorry for US Airways. They usually have outstanding social media customer service and this gives many undeserving folks a bad name. What a nightmare!

Update: Apparently the image had been posted to their feed by another user and when capturing it to flag as inappropriate it was accidentally included in another tweet to a customer.  


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  1. Pingback: The US Airways Twitter Team Gives Us the Greatest Gift We Could Ask For - View from the Wing - View from the Wing

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