Tuesday 23 May 2017

US Airways apologise for 'offensive' tweet to customer

Clare Cullen

Clare Cullen

US Airways have apologised for an 'offensive' tweet which was posted on their Twitter account yesterday in response to a customer complaint.

A disgruntled US Airways customer was probably not expecting this response when they complained to American airline company US Airways on Twitter.

The airline replied to the tweet "You ruined my spring break, I want some free stuff,” with a request to file feedback to their Customer Relations team, which was accompanied by a link.

However, instead of a link to a review facility on their website, a photograph was attached to the tweet which many Twitter users found offensive.

The image was one of a woman involved in a sexually explicit act with a model airplane. The image was very graphic and unsuitable for public dissemination on a platform viewable by underage users.

The tweet remained up for almost an hour before it was removed and an apology issued, also via Twitter.

A Spokesman for the company, Matt Miller, said that an internal investigation had "determined that the image was initially posted to our Twitter feed by another user."

He continued; "We captured the tweet to flag it as inappropriate. Unfortunately the image was inadvertently included in a response to a customer."

“We deeply regret the mistake and we are currently reviewing our processes to prevent such errors in the future”.

Screenshots of the offensive tweet are still circulating the site this morning and the term 'US Airways' has been trending in Ireland since last night.


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