Travel Weekly Blog

Yesterday I commented on an Alex Bainbridge post about a United Airlines complaint with a difference - the difference being that it's a band complaining about damage to their guitars, and doing it in song.

Alex basically asks, 'What should UA do?' and I have to admit I've found some of the comments a bit depressing.

Some default to 'make another funny video', fuelling the misconception that there is little more to social media than virals and cat humour (which I admittedly quite like, in their place).

Some recommend a whole new set of equipment for the band, which in my own words:

...is slipping into a nasty Old Media habit: high-profile columnist moans about bad service, company gives them special treatment as a result

Is that what we meant when we asked brands to engage? The odd funny video? Selective pieces of 'Brand Theatre' instead of a commitment to open, accountable treatment for every passenger?

If so, we've shown ourselves willing to take entertainment over service and will get the engagement we deserve.

Am I wrong? C'mon, cheer me up...

NB - I'm heading away for the weekend, so sorry if it takes me a while to approve comments. I'll do my darndest.