British Airways were listening to me..

I regularly travel with British Airways, and am an executive club member and fan (check out my posted from March 2009).


I was very impresssed by how they recently handled a tweet I wrote  about being bumped-off one of their flights.

This is a great example of a smart brand organisation that have a social media startegy, including social listening tools, that can help them respond to customer issues.


Consumers will usually forgive a brand that says 'sorry'. 


Full marks to British Airways.