Virgin and BA

In the article “ A Tale of two Airlines and Their Facebook Fiascos”, published on The Economist on November 6th 2008, we read about how online social networks can be used for good marketing, as well as for negative publicity.
Staff members from Virgin and British Airlines have posted negative comments that hurt the airlines’ reputation, on accessible internet sites such as Facebook and MySpace. Passengers have also been discriminated against by the airlines’ employees on the web.
This raises the question on how far can staff members can go, and clearly their current policy that addresses this problem isn’t strict enough. The solution to this negative publicity relies on a more rigorous control on behalf of the managers, who must avoid the posts.

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