Comments on: Kevin Smith v. SWA. Still Think You Don’t Need a Social Media Crisis Plan?

By: Iceland Volcano = Social Media Lessons | Finding Answers

Iceland Volcano = Social Media Lessons | Finding Answers — Mon, 19 Apr 2010 16:10:29 +0000

[...] around how to combat negative perceptions and brand image. (I am still seeing posts about how Southwest Airlines handled the Kevin Smith incident.) Yet, in times of crisis like Haiti, Chile, and now the Iceland [...]

By: Iconic88

Iconic88 — Tue, 23 Feb 2010 02:17:38 +0000

If only a few walked in the shoes of another and thought about how someone would feel before taking action.

By: ShellyKramer

ShellyKramer — Tue, 16 Feb 2010 19:06:54 +0000

I love it when the reply is even better than the original post, Zane! And agree completely. So much could have been done with this, but the way SWA chose to handle it seemed lame, at best. It's not like people will quit flying the airline (I know I won't), but it's a smear on their rep that it seems it might have been best to handle differently.

By: Zane Safrit

Zane Safrit — Mon, 15 Feb 2010 20:44:54 +0000

It's a good post. Thanks. And yes, it's a good thing that SWA has a social media team and reached out to this passenger after seeing his tweets.

The story reads as a good reminder that social media only accelerates the spread of a story your company creates. In this case, SWA's employees created a story that...spread like wildfire as too many people could identify in too many ways with the poor treatment of this passenger.

I guess I'm just wondering how the situation reached that point. It sounds like Kevin is a regular flyer with SWA, regularly reserves 2 seats with each flight, and had done so on this flight as well.

One would think that somehow SWA would be able to recognize here's a passenger who regularly pays double-fare, would have seen there were...two seats to move to a new flight...and having humiliated him...done something far more meaningful than throw some money at him and hope he goes away and post an apology that was more self-serving than apologetic.

Then SWA would have created a more compelling story, a story that did more than just cover all the seats of those involved.

By: ShellyKramer

ShellyKramer — Mon, 15 Feb 2010 18:39:31 +0000

Thanks, Roger. And I totally agree re the “accidents happen” statement – it is inevitable. I just think that they could have handled this better – and can't quit thinking about how awful I would feel being called out for being heavy – or anything – in this manner. Appreciate the read and comment – you're a dear.

By: Roger Hjulstrom

Roger Hjulstrom — Mon, 15 Feb 2010 18:25:42 +0000

I think you hit the crux of this matter in the actual incident with the point that he had scheduled 2 seats, when changed to this flight they dropped the ball by not being aware, and their handling of the subsequent situation was humiliating and poorly done. But incidents in any business are going to happen, and their subsequent handling via social media at least shows their awareness of it's importance in PR. Nice post, Shelly.

By: ShellyKramer

ShellyKramer — Mon, 15 Feb 2010 08:45:16 +0000

I saw it. And actually read your blog post earlier this evening, before writing my own. It was clear you were making fun, at least ot me, but everyone has their hot buttons, and apparently you struck a nerve with your satire. Think of it this way – great debate is great for the community of your blog

By: A Whole Lot of Nothing

A Whole Lot of Nothing — Mon, 15 Feb 2010 08:28:53 +0000

When/If a company has a Social Media Crisis Policy, all employees involved in social media need to be aware. Unfortunately for Southwest, this employee doesn't understand social media and chose to attack me on my blog for my satirical "story" of the situation.
http://awholelotofnothing.net/kevin-smith-south...