07 November 2008

A tale of two airlines and their Facebook fiascos

(Economist )
Firms have been exploiting social networks such as Facebook and MySpace to get their messages to a broader audience. But although they have the potential to be useful marketing tools, such networks can also be a source of damaging publicity, as British Airways (BA) and Virgin Atlantic have discovered to their cost. On October 31st Virgin fired 13 of its cabin crew who had posted derogatory comments about its safety standards and some of its passengers on a Facebook forum. On November 3rd BA began investigating the behaviour of several employees who had described some passengers as "smelly" and "annoying" in Facebook postings.