Easyjet Responds Badly to Critical Tweet

After Barilla’s self-made fiasco, here’s yet another case of a company all but demanding bad publicity. First, law professor and The Drum columnist Mark Leiser saw some questionable service delivered by EasyJet at the airport and tweeted about it. Judging by the company’s response, it’s safe to say they do not take criticism well. Here’s the timeline:

We can see why Easyjet wasn’t happy with that message, but their response made an unfortunate situation so much worse:

This is just strange behavior. Leiser ended up boarding his flight, and Easyjet quickly issued a response after settling the matter with him publicly and privately, but the damage had been done.

On the one hand, this incident shows that the company’s team is watching Twitter very closely, which is a good thing. On the other hand, it shows that their damage control strategies haven’t been sufficiently developed.

See, that’s a proper, level-headed response. Here’s the first official statement from a spokesperson and the Twitter follow-up:

“EasyJet has never denied boarding due to comments on social media. On the rare occasion that we consider denying boarding it is on the basis of disruptive behaviour.”

A little sloppy, but the message is clear.

It’s true that early rumors about Leiser being prohibited from boarding weren’t accurate and that the company responded quickly. But, again, the lesson is that the best voice to assume when countering criticism is one of respect and patience (hard as that may be at times).

Yes, it’s a challenging part of the job, but that’s why we work in PR, right? We’re not Amy’s Baking Company.