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That airline's TikTok apology made the whole thing worse, or was it just me?
I get it, everyone loved how the airline CEO posted that 40 second video saying 'we messed up' after the June 3rd cancellation mess at Denver. But honestly, the video felt like a performance, not a fix. They spent more time on the scripted sad face than actually telling people how they'd handle the 1,200 stranded passengers, and my buddy who waited 9 hours at the gate got a generic $50 voucher that expired in 30 days. Am I the only one who thinks a boring written statement with real compensation beats a polished apology every time?
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aaron88428d ago
That whole thing reminded me of when our local utility company had that big outage two winters ago. They pushed out a fancy video message too, with the CEO sitting in a cozy living room set, talking about how sorry they were. Meanwhile my neighbor's basement flooded because the sump pump lost power for three days. The real fix came later when they quietly sent out a letter with a credit on the bill, no tears, no piano music, just numbers that made sense. People want the boring stuff done right, not a performance that makes the company feel better about itself. A written apology with actual cash attached says more than any scripted sad face ever will.
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margaret_gonzalez2527d ago
Yeah @aaron884, that credit was the only real apology worth hearing, and I felt for your neighbor through all that.
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