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In just a couple of weeks, I will be flying British Airways as I travel to speak at Interaction 2013, an intranet conference in London that I’m really looking forward to and would ideally like to attend while fully dressed — I’m sure the attendees would appreciate it too. So, the recent firestorm regarding British Airways and the lost baggage incident on Twitter certainly peaked my interest. Painful as it for British Airways right now, it’s a great case study of many things: customer service, crisis communications, reputation management and social media presence.