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(Slate)   Whoever Air Berlin has posting their Twitter updates is probably feeling pretty stupid now, considering they just delivered one of the best social media meltdowns ever seen   (slate.com) divider line 64
    More: Amusing, Air Berlin, Berlin, Twitter, customer complaint, Dusseldorf, Immer, Cliff Waldman, European cities  
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23357 clicks; posted to Main » on 04 Sep 2013 at 8:53 PM (1 year ago)   |  Favorite    |   share:  Share on Twitter share via Email Share on Facebook   more»



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2013-09-04 08:57:19 PM
Social.
 
2013-09-04 08:59:27 PM
Disease.
 
2013-09-04 09:02:26 PM
Things like this wouldn't happen if the CEO, all the senior execs, the pilot and all ground crew involved were taken out and executed by hanging.  Their replacements will work their asses off to make sure that never happens again.

There is a difference between a simple farkup that is quickly fixed and saying fark you that's why.  That difference needs to be swift and violent.
 
2013-09-04 09:03:24 PM
Jeebus. Just Fly Lufthansa. They had cheap rates to fly around Europe and they have a great check-in app to use. I think it was $80 or so to fly from Paris to Berlin on Lufthansa.
 
2013-09-04 09:07:54 PM
Didn't seem that bad to me.
 
2013-09-04 09:08:51 PM
File a Complaint with the EU Human Rights Commission.  Travel in the EU is considered a HR there for Union Citizens.
 
2013-09-04 09:09:15 PM
Oh so not @MzBerlin ?
 
2013-09-04 09:09:21 PM
We do not have your bags. Also, we cannot help you; call the airport lost and found *click*.


/ you know what used to happen to Germans who were bad at their jobs? Zip! Off to the Russian front.

// can't possibly be obscure
 
2013-09-04 09:10:48 PM
Doesn't Virgin fly in that area? Upgrade to a better class of air freight, plebes.
 
2013-09-04 09:13:06 PM
Funny, just got a great offer to fly Air Berlin at about half off.  Must be because they weren't planning to take my luggage with me.
 
2013-09-04 09:13:29 PM
This is what happens when the corporations can't decide if their social media channels are "marketing" or "customer service," and then end up with the shiattiest of both worlds: half-assed and ineffective PR by junior employees and interns.
 
2013-09-04 09:15:51 PM
This doesn't sound like a social media meltdown at all.

It sounds like poor protocols for delivering luggage, including the most important (but often overlooked) process in any situation: exception handling.

All the marketing guys can do is what they are doing - apologizing - until the airline improves its handling of luggage.
 
2013-09-04 09:16:33 PM
When did Air Berlin hire Don Mattrick?
 
2013-09-04 09:18:30 PM
Baggage? We don't need no stinkin' baggage.
 
2013-09-04 09:19:05 PM
i1089.photobucket.com
 
2013-09-04 09:20:59 PM

SomeAmerican: This doesn't sound like a social media meltdown at all.

It sounds like poor protocols for delivering luggage, including the most important (but often overlooked) process in any situation: exception handling.

All the marketing guys can do is what they are doing - apologizing - until the airline improves its handling of luggage.


It's not their job to fix the problem, but once they start getting flooded with complaints I think they have some responsibility to notify someone that something is very wrong.  Once that is done that information should be relayed to someone who can do something about it.  Once that plan is in place it seems like it would make sense to then use Twitter to spread the word about that plan.'

Mostly it just sounds like a lot of people who only care about not taking the blame and not taking responsibility.
 
2013-09-04 09:22:07 PM

SomeAmerican: This doesn't sound like a social media meltdown at all.

It sounds like poor protocols for delivering luggage, including the most important (but often overlooked) process in any situation: exception handling.

All the marketing guys can do is what they are doing - apologizing - until the airline improves its handling of luggage.


This.

Amy's Baking Co. = Social media meltdown

This = Not a meltdown. At all.
 
2013-09-04 09:26:00 PM
......or so the Germans would have us believe.
 
MN8
2013-09-04 09:28:29 PM
You know who else had poor customer service?
 
2013-09-04 09:30:33 PM

dehehn: SomeAmerican: This doesn't sound like a social media meltdown at all.

It sounds like poor protocols for delivering luggage, including the most important (but often overlooked) process in any situation: exception handling.

All the marketing guys can do is what they are doing - apologizing - until the airline improves its handling of luggage.

It's not their job to fix the problem, but once they start getting flooded with complaints I think they have some responsibility to notify someone that something is very wrong.  Once that is done that information should be relayed to someone who can do something about it.  Once that plan is in place it seems like it would make sense to then use Twitter to spread the word about that plan.'

Mostly it just sounds like a lot of people who only care about not taking the blame and not taking responsibility.


I'm sure that they have notified people of the issue.  But if the company had a process to follow to resolve the issue, than the issue wouldn't have become this critical in the first place.  So that creates a worst case operations scenario: trying to implement an effective process during an emergency.  And who are the guys trying to solve that?  The guys who weren't able to put an effective process together during normal operations!  A nasty situation all around.
 
2013-09-04 09:33:03 PM

dehehn: SomeAmerican: This doesn't sound like a social media meltdown at all.

It sounds like poor protocols for delivering luggage, including the most important (but often overlooked) process in any situation: exception handling.

All the marketing guys can do is what they are doing - apologizing - until the airline improves its handling of luggage.

It's not their job to fix the problem, but once they start getting flooded with complaints I think they have some responsibility to notify someone that something is very wrong.  Once that is done that information should be relayed to someone who can do something about it.  Once that plan is in place it seems like it would make sense to then use Twitter to spread the word about that plan.'

Mostly it just sounds like a lot of people who only care about not taking the blame and not taking responsibility.


Chances are the people running that Twitter account aren't in the same building as anyone who can do a damn thing about it, and may not even be actual employees of the company itself.

In a company of this size these roles are usually housed or farmed out under the same unit that buys radio advertising and bus benches. Nimble and empowered, they ain't.
 
2013-09-04 09:38:11 PM

dehehn: SomeAmerican: This doesn't sound like a social media meltdown at all.

It sounds like poor protocols for delivering luggage, including the most important (but often overlooked) process in any situation: exception handling.

All the marketing guys can do is what they are doing - apologizing - until the airline improves its handling of luggage.

It's not their job to fix the problem, but once they start getting flooded with complaints I think they have some responsibility to notify someone that something is very wrong.  Once that is done that information should be relayed to someone who can do something about it.  Once that plan is in place it seems like it would make sense to then use Twitter to spread the word about that plan.'

Mostly it just sounds like a lot of people who only care about not taking the blame and not taking responsibility.


Many companies do not have the procedures in place to do this. I know of several places where the front line staff keep issuing credit for the same mistake over and over and over again each month, because bug reports have no way of escalating to someone who can fix it. This is generally a sign of bad org chart design; multiple parts of the company are separated& have no way of contacting one another.

It's how blatent bufoonery such as suing yourself in court comes about: lack of organizational planning.
 
2013-09-04 09:38:18 PM
That was hard to read and disappointing. Not a meltdown at all. I kept waiting for the fun to start, but was disappointed.
 
2013-09-04 09:38:21 PM
Buh-bye.
 
2013-09-04 09:41:54 PM
Fluggesellschaften, die Menschen immer wieder aufs Neue die schönste Zeit des Jahres versauen, haben keine Daseinsberechtigung

Had to Google translate that one.

"Airlines, and again, people always mess up the most wonderful time of the year, have no right to exist"

August is the most wonderful time of the year?
 
2013-09-04 09:42:05 PM
Oh no! I'm flying them to Cologne soon :/ And I need my bag for biz.. Might have to think going super small and hoping for good irons.
 
2013-09-04 09:43:44 PM
Keep buying the cheapest tickets you can, suckers.
 
2013-09-04 09:48:53 PM
Did I miss something or read the article wrong? I didn't actually see a social media response from the airline itself... just a lot of pissed off complaints. I'd be angry if my luggage was lost too, but subby seems to have mislead with his headline.

/maybe it's all the beer tonight...
 
2013-09-04 09:50:56 PM

skinink: Jeebus. Just Fly Lufthansa. They had cheap rates to fly around Europe and they have a great check-in app to use. I think it was $80 or so to fly from Paris to Berlin on Lufthansa.


I flew Lufthansa from Frankfurt to Delhi. The plane was built in 1967 and had CRT TVs hanging in the aisles showing Bollywood movies.
 
2013-09-04 09:55:53 PM
Did that get more amusing on the second page?  I couldn't bring myself to click page 2.
 
2013-09-04 10:01:12 PM
Twitter is f*cking retarded.
 
2013-09-04 10:06:13 PM

Smeggy Smurf: Things like this wouldn't happen if the CEO, all the senior execs, the pilot and all ground crew involved were taken out and executed by hanging.  Their replacements will work their asses off to make sure that never happens again.

There is a difference between a simple farkup that is quickly fixed and saying fark you that's why.  That difference needs to be swift and violent.


^^Yes. YES! !^^
 
2013-09-04 10:14:12 PM

Ker_Thwap: Did that get more amusing on the second page?  I couldn't bring myself to click page 2.


No. The only amusing part is that the plane had no luggage at all. That made me chuckle a bit. The 'meltdown' was nothing more than reps responding on social media say 'sorry for the inconvenience', and some stories about not getting anyone on the phone.
 
2013-09-04 10:24:02 PM
Whoever Slate has posting their online is probably feeling pretty stupid now, considering they just delivered one of the most boring and unreadable story of airline inefficiency and ineffectiveness ever seen
 
2013-09-04 10:26:03 PM

Fireproof: SomeAmerican: This doesn't sound like a social media meltdown at all.

It sounds like poor protocols for delivering luggage, including the most important (but often overlooked) process in any situation: exception handling.

All the marketing guys can do is what they are doing - apologizing - until the airline improves its handling of luggage.

This.

Amy's Baking Co. = Social media meltdown

This = Not a meltdown. At all.


I was pretty disappointed. Headline should have read along the lines of "Airline loses things, sky blue.". At least it would have been more accurate than the meltdown I was promised.

Clean out your desk subby. You're gone. I hear Air Berlin might have a vacancy.

/I keed. Just felt like some random fake hostility on a otherwise mellow night
 
2013-09-04 10:30:08 PM
Wasn't something like this described in the Hitchhiker's Guide to the Galaxy?
 
2013-09-04 10:35:25 PM

booyacrowd: Wasn't something like this described in the Hitchhiker's Guide to the Galaxy?


"We will depart as soon as lemon-scented wipes become available".
 
2013-09-04 10:38:39 PM

Titanius Anglesmith: Fireproof: SomeAmerican: This doesn't sound like a social media meltdown at all.

It sounds like poor protocols for delivering luggage, including the most important (but often overlooked) process in any situation: exception handling.

All the marketing guys can do is what they are doing - apologizing - until the airline improves its handling of luggage.

This.

Amy's Baking Co. = Social media meltdown

This = Not a meltdown. At all.

I was pretty disappointed. Headline should have read along the lines of "Airline loses things, sky blue.". At least it would have been more accurate than the meltdown I was promised.

Clean out your desk subby. You're gone. I hear Air Berlin might have a vacancy.

/I keed. Just felt like some random fake hostility on a otherwise mellow night


I'm not subby but they left the baggage of one entire flight behind, and then had numbers referring to each other for help.  That's pretty bad.
 
2013-09-04 10:44:09 PM
On a tangentially related note, the article uses the term 'bromide' to refer to a platitude, which I've heard before, but never bothered looking up, so I did.

When you google 'bromide' the chemical definition appears on the page, along with this image (screenshot below)

i1148.photobucket.com

Yes, that's an anthropomorphized lion in a thong.
 
2013-09-04 10:54:04 PM

RobertBruce: Titanius Anglesmith: Fireproof: SomeAmerican: This doesn't sound like a social media meltdown at all.

It sounds like poor protocols for delivering luggage, including the most important (but often overlooked) process in any situation: exception handling.

All the marketing guys can do is what they are doing - apologizing - until the airline improves its handling of luggage.

This.

Amy's Baking Co. = Social media meltdown

This = Not a meltdown. At all.

I was pretty disappointed. Headline should have read along the lines of "Airline loses things, sky blue.". At least it would have been more accurate than the meltdown I was promised.

Clean out your desk subby. You're gone. I hear Air Berlin might have a vacancy.

/I keed. Just felt like some random fake hostility on a otherwise mellow night

I'm not subby but they left the baggage of one entire flight behind, and then had numbers referring to each other for help.  That's pretty bad.


Nobody is arguing that the airline is competent, just that the headline is incorrect and lead to disappointment.
 
2013-09-04 10:56:39 PM
It looks like they failed to load any of the normal baggage on the correct plane.  That stuff might have been on a different plane or not loaded at all.  I'm guessing someone figured that they would need to track down all the passengers and figure out where to send the bags because of connecting flights and things but they should have shipped all those bags to where they were supposed to go ASAP and worked out the exceptions.  It would be better to deal with 50 exceptions than 200.
 
2013-09-04 11:03:36 PM
Wake me up when they start losing Jews.

/Air quotes.
 
2013-09-04 11:04:49 PM
Helen Keller was unavailable for comment.
 
2013-09-04 11:08:23 PM

TuteTibiImperes: Yes, that's an anthropomorphized lion in a thong.


that pic gave my brain a meltdown-- and it doesn't even have a twitter account.
 
2013-09-04 11:30:44 PM
unless it's just a routine trip to see Aunt Edna in Clay NY you always pack a three day+toiletries emergency bag and ship it FEDEX Overnight.  Always.  Send it to the hotel, to the business you're visiting, to your nearest relative.
If you have to, USPS overnight it to the destinations PO and have it held in General Delivery for your arrival  https://www.usps.com/manage/forward-mail.htm

Think!  How damn important is it?  Does anyone complain about the bags of peanuts anymore?  No.  It's no secret flying is about as relaxing as taking a bus in Canada  http://tinyurl.com/mw8dda6    The only thing left to travelers is complaining about lost luggage - as everything else has already gone toes up, comfort, style, civility, and even speedy and efficient transport is in the crapper.

Do it or "You pays your money and you takes your chances"
 
2013-09-04 11:30:57 PM
fusillade762
Fluggesellschaften, die Menschen immer wieder aufs Neue die schönste Zeit des Jahres versauen, haben keine Daseinsberechtigung

Had to Google translate that one.

"Airlines, and again, people always mess up the most wonderful time of the year, have no right to exist"

August is the most wonderful time of the year?


Human translation:
"Airlines, who are over and over again ruining the nicest time of the year for people, have no right to exist."

/in case the August thing wasn't just a joke: "the nicest time of the year" = "vacation time"
 
2013-09-04 11:36:32 PM
You know who else transported people places and then separated them from their luggage on arrival?
 
2013-09-04 11:40:44 PM
If you're looking for your afternoon fix of schadenfreude,
...
Maybe the German language has a word for it. My word for it is 'oy.'

If I make an the obvious joke about the author, can I at least get an upgrade to first class on my one-way flight to hell, even if my luggage won't get there before I jump headfirst into the crematCARRIER LOST
 
2013-09-05 12:08:29 AM

Irving Maimway: You know who else transported people places and then separated them from their luggage on arrival?


Delta? :P

 If Air Berlin is like other discount airlines, it was like traveling by cattle car too...


/aisle seat..
 
2013-09-05 12:16:06 AM

Smeggy Smurf: Things like this wouldn't happen if the CEO, all the senior execs, the pilot and all ground crew involved were taken out and executed by hanging.  Their replacements will work their asses off to make sure that never happens again.

There is a difference between a simple farkup that is quickly fixed and saying fark you that's why.  That difference needs to be swift and violent.


You know who else in Germany...

Naw, that's too easy.

/ Ve must heff ordure
 
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