The Power Of Twitter?

The larger travel companies have been slow to accept that Social Networking can have a huge impact on the reputation and accountability of their everyday dealings and can, in fact, even affect their annual profits. We have seen the growth of Facebook, Twitter, Trip Advisor and many more, and the propensity for people to photograph meals in restaurants with amateur criticism of the fare on offer or relate dire stories of mistreatment by staff and management in all service areas.  There have been clever letters to company, individual and government departments, which once seen have gone viral and had huge impacts on reputations, rankings and custom.

One bad review on e-bay, one poor criticism on Amazon or Trip Advisor can affect a seller’s ability to repeat sell and many go to huge lengths to ensure that their service is such that no complaint can be made against them – this is the positive impact of the Internet and Social Networking. The negative impact was felt recently by the irrepressible Michael O’Leary, Ryanair’s Chief Executive – never one to turn away from controversy – who appeared on Twitter for an hour to answer questions from travellers.  A brave move given that Ryanair offer a no frills package that polarises views across the globe.

With comments ranging from the downright rude to the completely perplexed, O’Leary was not short of questions to answer – some about his company, many about his lineage and ancestry, but the consensus agreed that he failed to address many of the questions regarding the Ryanair systems which aggrieve so many.

Although forthright on the question of London’s next terminal, he avoided questions regarding ‘manipulative’ sales of Travel Insurance policies and ‘unjustified’ hidden charges on booking flights and booking in.

Overall, it seems O’Leary missed an opportunity and spent much of his hour sidestepping accusations of sexism from one ‘Phwoaaarr!’ comment regarding a questioner’s photograph, he should think twice before attempting this line of marketing again.

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