Dan Hinmon, MCSMN Director

Posts: 2918
Joined: Apr 13, 2011

6 Unforgettable Lessons from Southwest Airlines Social Media Crisis

Posted by @DanHinmon, Jul 28, 2016

Last week Southwest Airlines experienced a massive technology failure, rendering huge portions of their computer systems inoperable for more than 12 hours. To get back on track, the airline cancelled nearly 2,000 flights causing a four-day tsunami of customer frustration.

How did Southwest’s customer service, social media, and operations teams handle it? Read Jay Baer’s post for insights.


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