Helpful Blogger + Brand Idiocy = Social Media Disaster
Oh wait. Didn't we just write that headline? Here we go again. Or is it "there you go again?" I can never remember what that Reagan dude used to say all the time. Anyway, here's the deal.
In a blog post, Jason Roe pointed out a fluke on the Ryanair website that made it possible for someone to book a flight and not be charged for it. He didn't actually book a free flight but he wanted the error to be made know.
How did Ryanair react? As if a Mastercard blowjob ad, pricelessly:
10. Ryanair Staff #1 Says:
February 19th, 2009 at 5:25 pm
jason!
you're an idiot and a liar!! fact is!
you've opened one session then another and requested a page meant for a different session, you are so stupid you dont even know how you did it! you dont get a free flight, there is no dynamic data to render which is prob why you got 0.00. what self respecting developer uses a crappy CMS such as word press anyway AND puts they're mobile ph number online, i suppose even a prank call is better than nothing on a lonely sat evening!!
Sweet, huh? But it gets worse. Upon confirmation the above comment did, in fact, come from a Ryanair employee, Ryanair spokesman Stephen McNamara said:
"Ryanair can confirm that a Ryanair staff member did engage in a blog discussion.
"It is Ryanair policy not to waste time and energy 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".
Sweet again, huh?
Of course, in some cases, bloggers are idiots and brands do, rather than bending over and giving in, need tell over reacting mommy bloggers and cause groups to just shut their yaps and get a real job. Though in this case, all Roe did was point out an error to the airline. And all he got for his efforts was to be called and idiot and a lunatic.
As always, Twitter is all aflutter.
Comments
Shouldn't Ryanair worry about other stuff?
Not surprising. I worked for a trucking company that would tell its drivers how valuable they were to the company (since they were the only ones in the company that actually generated revenue, it was true). Yet when the drivers were not within earshot, it was common practice in the corporate office to refer to drivers as pieces of shit. Given this mindset toward employees, it is no wonder a lowly blogger, is treated this way. BTW, I live in Miss., who the hell in RyanAir anyway. Around here Delta rules the skies, and yes their service sucks.
Wow, an official spokesperson decided to reply with something that could be interpreted as "ALL bloggers are idiots"! Is "Hell hath no fury like a blogger scorned" a real expression yet?
BTW - I flew Ryan Air once and had no complaints about the service.
That's priceless.
Brands really need to train their reps well. I left GoDaddy when the rep said to me, "You'll never find anyone that knows more about wordpress than I do."
I did, they're called bluehost.
I'd give anything for a screenshot of the email.
Wow! If these are actual comments from Ryanair employees, then they definitely need to study up on the Air Force Rules of Blogging Engagement: http://www.boingboing.net/2009/01/09/the-air-forces-rules.html
Fact is!
Oh, man. *wipes eyes*
After changing gates about 4 times with my family and ending up in a scrum to board a Ryan Air flight in Spain last year, it's pretty clear that there mission is in fact to lower costs...at all costs.
I didn't know about Ryannair... now I do, could this be why they did this? Free advertising. It doesn't seem like anyone who flew with them would care whether they are nice or not judging by their ad.