Disgruntled Passenger Gets Even with British Airways for Losing His Bag

After British Airways lost his dad's luggage earlier this week, passenger Hasan Syed didn't get mad — he got creative.

Using Twitter's self-serve ad platform, Syed purchased a series of promoted tweets in two major markets — New York City and the United Kingdom — in order to publicly shame British Airways for mishandling his dad's stuff and their subsequent complaints.

"Don't fly @BritishAirways. Their customer service is horrendous," read the initial tweet that published Monday night.


Over the course of 24 hours, Syed's campaign was seen by nearly 77,000 people, costing him a total spend of $1,000.

But it was well worth it, according to Syed.


British Airways finally got around to responding to Syed's grievances with a series of tweets that aptly illustrated Syed's point:

Disgruntled Passenger Gets Even with British Airways for Losing His Bag

"We would like to apologize to the customer for the inconvenience caused. We have been in contact with the customer and the bag is due to be delivered today," a BA spokesperson said in a statement released today.

And Syed's campaign has apparently managed to make a few airline execs worried about the future of customer outrage.

"Interesting; a disgruntled customer is buying a promoted tweet slamming a brand where they had a bad experience," tweeted JetBlue's SVP of marketing Marty St. George. "That's a new trend itself!"

"I got what I wanted," Syed concluded earlier today. "I win."

[H/T: The Daily Dot, Mashable]