Update #2: US Airways says it will not fire the person who tweeted a picture of a woman with a model plane in her vajayjay in response to a customer complaint. “It was done as part of the process to capture the tweet to flag it as inappropriate. Unfortunately, the link to the image was inadvertently included in a response to a customer,” airline spokesperson Matt Miller told Mashable.
As previously reported, the social media staffer had intended to remove the image, which had been flagged as inappropriate. Instead, the internal investigation US Airways conducted found that the image ended up on the company’s Twitter timeline. Clearly, it was an accident. And now that they’ve found that the error happened in pursuit of doing the job (rather than someone who’s looking at X-rated material on the job), they’ve decided dismissing the person responsible would be a step too far.
“This is an example of the worst possible thing can always happen to any brand,” Allen Adamson, managing director of Landor Associates advises. “What’s critical is moving quickly, over-communicating and taking actions that will try to prevent it from reoccurring.”
Original post on April 14, 2014
Add this to the list of social media WTFs: US Airways responded to a customer’s complaints about a bad flight with a photo of a woman “pleasuring herself” (to use Jalopnik‘s words) with a model Boeing 777. The caption: “We don’t like to hear this Alex. Please provide feedback to our Customer Relations team here:”
Also note about that Jalopnik link: They have the original tweet — which was sent twice! — uncensored. So NSFW NSFW NSFW!
Adding to the sheer lunacy of this story, the tweet was reportedly up for an hour before the airline took it down. Perhaps the investigation the airline is conducting will also clear that up.
US Airways just came in number seven on the list of best US carriers, so the complaint — and their response — is not exactly the thing to move them up in the rankings. Moreover, the airline (which merged with American in December) just announced a number of changes to baggage fees and mileage use that many customers won’t be happy with, including one fewer free checked bag for elite Dividend Miles members. However, they’ve ended blackout dates, so there’s that for a silver lining.
Update: US Airways says the inappropriate photo had actually been flagged. Yet it somehow made its way into a response to that complaining customer.
We apologize for the inappropriate image we recently shared in a Twitter response. Our investigation has determined that the image was initially posted to our Twitter feed by another user. We captured the tweet to flag it as inappropriate. Unfortunately the image was inadvertently included in a response to a customer. We immediately realized the error and removed our tweet. We deeply regret the mistake and we are currently reviewing our processes to prevent such errors in the future.
And in case you’re interested, here are some funny responses to the tweet.