Like a bad episode of Celebrity Rehab, drama on Twitter when it doesn’t involved me SUCKS ME IN. I can’t look away. I must find out who comes out the other side as the crazy person.
This time, it’s Kevin Smith (THAT Kevin Smith) versus the Twitter PR rep for Southwest Airlines.
VS 
It’s epic.
It’s social media at its best.
It’s social media at its worst.
It’s one for the internet history books.
__________________________________________________
Here’s what the Team Kevin Smith twitterers imagined the Southwest PR rep wrote in her journal about her night of drama:
Sometime before February 13th
OH
EM
GEE
You will NOT believe the awesome job I just got. All of my 6 years of college totally paid off and I got the job I really super wanted. I’m gonna be the lead twitterer for a major airline!!!1!! I’m super duper excited to work with an awes0me company like Southwest Airlines!
I’ll get to stay home and Twitter all day long. Super awesome. All I have to do is tell people who whine about their tickets to call the Southwest 1-800 number and wait on hold for 45 minutes. It’s super duper easy cheesy.
** I can’t believe how lucky I am. **
Saturday, February 13th ~ 9pm est
OH
EM
GEE
You will NOT believe that I have to actually sit on twitter on Valentine’s Day Eve instead of go out with my fiancee. I mean, he planned an awesome dinner at Olive Garden, but noooooo… I have to be on the stupid computer answering stupid customer questions just to tell them to call the stupid 1-800 number. GAH. I wanna go OUUUUUUT….
** I can’t believe how much this sucks. **
Saturday, February 13th ~ 10pm est
OH
EM
GEE
You would NOT believe that I have to respond to some fat guy on twitter who got kicked off a plane. I mean, he’s fat. He needs at least two seats. What’s his deal? Doesn’t EVERYbody know fat people need two seats? So what if he could put down the armrest like our policy claims is the difference between fat (two seats) or not fat (one seat). He deserves to be kicked off.
GAH. What a whiner.
** I can’t believe people are so stoopid. **
Saturday, February 13th ~ 10:03pm est
OH
FUCK
You would NOT believe how many twitteres are harrassing ME. Like it’s MY fault that guy got kicked off the plane. Whatevs. He got his $100 voucher. What else does he expect? A cookie? (ha! a cookie for a fat guy. LOLZ)
** I can’t believe people like this guy. **
Saturday, February 13th ~ 10:30pm est
OH
SWEET
JEEBUS
You would not believe how many times my boss has called my cell. I’m SO not answering that. I mean, this is all gonna go away overnight, right? It’s not like people are going to talk about this in the morning, right? I already tried to DM him to give him another $100, but he’s not even following me. Like, everyone should follow me, I mean SouthwestAir. We’re like the best airline in the world.
** I can’t believe I have to do this dumb job on a Saturday night when I could be making out with my fiancee at the Olive Garden. **
Saturday, February 13th ~ 11:00pm est
SHIT
You would not believe that I got fired. Even after I wrote that super awesome post on the Southwest blog about how it’s totally not our fault that that fat guy got kicked off, they fired me. I even titled it something super duper cute ’cause he’s all “Silent Bob” and he’s not so silent. I mean, that’s a gem. And it’s totally not our fault he couldn’t fly on our plane just cause he could put down his armrests but was still fat.
** I can’t believe the internet hates me. **
__________________________________________________
{ 86 comments… read them below or add one }
Squee.
you are the reason for this. should i blame you or thank you?
Let’s cover both: thank you and I’m sorry?
I can’t help it. I’m riveted by this story. Not sure why, since you know flying scares the hell out of me and I rarely do it.
click on this article
”I Was Fired By The Airlines.
This Guide Is My Revenge! ”
http://bit.ly/dwgjqS
Totally Hilarious
danka
Bwah! Awes0me! Unbelievable, really, the ineptitude, or a company that size (heh) being that unprepared to handle a Twitter problem with more deft PR. Unbelievable FAIL. Your take is fantastic.
i *bow* to thine greatness
Totally got sucked in to this one, too!
can’t
look
away
I am seriously in love with that Southwest picture on the right. I so wish I had flown in the 70′s. Flight attendants in hot pants and go-go boots? Oh hell yeah. Why not just hang a disco ball from the “no smoking” sign, pipe in some Donna Summer, snort some coke off of one those hooker-stewardesses and call it party?
party plane!
bwahahahahahaha! BRILLERZ
I work with Christi, the Southwest Airlines Twitter rep. Not only does she work on the Twitter account, she represents the airline on several public relations fronts. She is outstanding, and award-winning at what she does. Christi is constantly asked by other corporations to speak on integrating social media into their company, and using it to engage their employees and customers. Unlike many other companies, Southwest uses Twitter to actually communicate with Customers by answering questions, promoting airfare sales, proactive messaging during inclement weather answering policy. Unlike many other companies, Southwest doesn’t brush off public criticism.
Your blog makes defamatory, inaccurate and unfair assumptions toward Christi and Southwest Airlines.
Kevin Smith’s obscenity-filled rant on Twitter shows that he has the argument skills of a high-school freshman. He’s got nothing but f-bombs. Smith admitted he flies Southwest somewhat regularly. He usually buys 2 tickets, which means he is well-aware of the Airline’s policy regarding passenger size. The fact that he chose this time for his tirade leave me pretty convinced that he is pulling a “look at me” media stunt to generate buzz for his new movie. Well, I really shouldn’t say it’s new. It’s a recycled buddy flick that goes back to Lethal Weapon, Rush Hour and Beverly Hills Cop, and all their sequels.
By failing to handle the situation like a mature adult, Smith lost the opportunity to be the bigger person. No pun intended…
It seems you lost the sarcasm in my “story” and the part where I say that it’s what the “Team Kevin Smith” twitterers are thinking about your friend. I’m sure she’s a very nice person, but really, this is my perspective on how other people attack on twitter.
I regularly post about the anonymity of social media and the internet and its affect on people. I don’t believe in defamation or in attacking people.
This is in no way a true representation of how I feel which is why I stated in the post: “Here’s how the Team Kevin Smith imagines the Southwest PR rep wrote in her journal about her night of drama:”
In actuality, I never state anywhere in the post my actual feelings towards the situation.
Thanks for reading!
I don’t suppose anyone ever considered that Kevin Smith buys 2 seats so he doesn’t have to sit next people…nah, that wouldn’t make sense….or WOULD it?! Also, did he mention his movie in any of those tweets about Southwest Air? Just curious.
AH yes, but his rant drew who-knows-how-many people to his twitter page – which currently features a background of the “Cop Out” movie poster. Funny thing though, I wanted to see the movie before this mess came down. Maybe I’ll throw down $1.00 for it at Redbox in a couple months.
Fair enough. I never visited his twitter page though, as his tweets were re-tweeted by so many I never had to.
Seriously? You work for SW and your fellow employees dished out some horrible customer service to at least two people (Smith and the woman on his second flight). Your defense of choice is, “heh, his movies sux0rz, heh-heh”? Really?
I was unaware that there was a Beavis and Butthead school of customer service – or that one of their honour students would be posting online.
You are almost alluding to the fact that Kevin Smith WANTED this attention because he has a new movie coming out? Are you suggesting that he got fat and bought one seat for a publicity stunt? Get real, Dude. Your company dropped the ball…and you happened to drop it on the head of a famous fat guy. Suck it up.
You people were a lot funnier when you did that television show on Bravo. Where did your sense of humor go? Sheesh. Friendly skies my needing two seats fat ass!
I have to say, right now, I wouldn’t want to be the person that works the Twitter account for SW – whatever happened was truly borne out of something entirely out of her hands – a decision made on a plane which she wasn’t on, a judgement call made by someone else entirely.
HOWEVER.
The downside to working in customer service is sometimes having to suck it up – even if you still believe yourself to be in the right. If truly the armrests were able to be lowered and he was able to buckle the seatbelt up without an extender, than what criteria was used to say, “Sorry, no go”? I think that’s where a lot of people are gonna get pissed – because it truly does appear that some arbitrary (and possibly “size-ist”) criteria was used to make that judgement call… and that’s… less than fabulous.
So you also work for Southwest? Are you authorized to speak on their behalf or are you just a douche?
Yes I do work for Southwest. I’m not an official company spokesperson. My Twitter profile states this fact. What’s with the personal attack?
I’m not attacking. Just pointing out that you’re pretty douchey. It’s okay – the world needs douches, too.
Douche.
Just wanted to get in your douche box.
Wink.
This post is obviously sarcastic commentary on the whole thing and on the state of Twiffer customer interactions from brands. You are making some inflammatory assertations of your own about Smith’s motives for usually buying 2 seats, and for his motives in tweeting. You are probably wrong and you are definitely avoiding the real facts of the story, and not helping SW look professional. LMFAO!
*swoon*
You’re calling Avitable out for “attacking” you, but you make the statement “By failing to handle the situation like a mature adult, Smith lost the opportunity to be the bigger person. No pun intended…”
I’m pretty sure the pun was intended. *cough* attacking *cough*
Heh. You are gonna get SO fired for this.
oh SERIOUSLY flying photog? You think Angie is PICKING on the poor Christi? Hellz no. It’s more like “man I woulda shit my pants if I would have been in her shoes – nothing like suddenly going from routine questions to ZOMG public brouhaha” – regardless of which party is “more right”
Christi handled that twitter convo like a freakin CHAMP up to and INCLUDING “Silent Bob is striking back.” So where is your sense of humor with the situation?
AND we noticed that SWA actually HAS someone on their twitter acct. Unlike, say, DELTA. (I’m not bitter *angry eyes at Delta*)
Wow. Wow, wow, wow.
First of all, Paul Thompson (aka, Flying Photog), you should absolutely NOT be admitting you work for South West Air while attacking a customer of theirs. This shows very poor judgment on your part. I will be contacting South West Air in the morning to make sure they know they need to keep a tighter leash on their employees, if said employees are going to be throwing the SWA name around like this. How on earth do you think you are being helpful when you publicly state you are an SWA employee, and then slander a customer with whom they are trying to make amends: “[Kevin Smith] has the argument skills of a high-school freshman. He’s got nothing but f-bombs … media stunt …” I’ve got news for you, Paul Thompson of South West Airlines: you may not be in South West’s PR department, but I guarantee you they will not be pleased to know you’ve been dropping their name while engaging in a spurious rant against the object of their recent PR nightmare.
Secondly, I’m sorry you’re friends with the girl, but Christi Day has come across as hopelessly untrained in both social media *and* PR. I don’t know what her degree was in, but I hope it wasn’t any form of communication, because if so, Christi Day does a great discredit to her alma mater, Texas Christian University. She adopted the most snarky, juvenile, condescending language imaginable while tweeting from a COMPANY ACCOUNT; the infantile behavior she exhibited both while tweeting and writing a patronizing, back-handed blog does very little to convince me she deserves the title “social media expert,” let alone your adjectives “outstanding” or “award-winning.” If she did actually win any credible awards for her OUTSTANDING PR/social media savvy, Christi Day should most certainly GIVE BACK HER AWARDS, NOW.
There is simply no excusing her behavior – I know several recent PR graduates, myself, and they all know better than to have adopted the language and approach that she did. Christi Day should be fired, or at the very least, reprimanded in no uncertain terms. Or perhaps I can recommend a few girls who would do a better job! In sum, US Airlines should not have hired someone so clearly inexperienced and aptitudinally-challenged to do such an important job.
I don’t care if you think she’s “super pretty” or just *such* a neat girl, Paul Thompson of South West Airlines. She was hired to do a job, and now she’s actually exponentially EXACERBATED an already wretched situation. That’s called doing your job POORLY. And cry me a river, but when you do a poor job of something and refuse to accept responsibility for it, prepare for the onslaught of criticism.
Thanks for commenting. You have some great points and are well-spoken, but I’d love to see more about how Southwest is handling their social media relations after the whole story is finished.
I also wonder if the Powers That Be at Southwest realize their employees are taking it upon themselves to speak for the company (disclaimer or not).
Best recap of this story I’ve read. ROFLMAO
thanks
Great post, Ang. Anyone with half a brain will see it as obvious parody. Funny as hell!
you are my muse.
I really like your sense of humor. It’s like, really funny and stuff.
*viAgara*klonopeen*tramadol*
snicker
Dude. I’m pissed that I didn’t get asked to go to the Olive Garden OR get a cookie.
What are we talking about again?
i’ll take you on a date to The OG AND give you a special cookie.
Wow FlyingPhotog, you didn’t really READ the post, did you douchebag? She was not interjecting her opinion about the issue, only these types of issues in social media. If you want my OPINION on this issue, Southwest was WRONG. He was embarrassed and had his flight delayed for NO reason. He fit in the seat. Companies need to learn that poor customer service will no longer be contained to small groups of people. Social media is changing things and I, for one, am pleased.
he touched your buttons…
Hey!
OH EM GE, Christi here from @southwestair. First, thanks Flyingphotog for going to bat for me. We have a tight group of Employees at Southwest, so it’s no surprise that FlyingPhotog left you a comment. We also, have a very super awesome ; ) SM policy where our Employees can discuss and chat online as long as they are representing themselves accurately (yes an employee, but not an official spokesperson). Hope that helps clear some things up – but really, there is no need to call names.
Christi
@southwestair
but WAY more pressing – would you have rather been making out at the Olive Garden last night?
I’m not sure his talking about your CUSTOMER in such negative terms is representing the company well though, Christi.
thats what she’s sayin’ FP doesn’t HAVE to rep the company well – he can be *insert adjective here* as long as he qualifies it as “I’m not official, they just sign my checks.”
Thanks for reading and commenting (and understanding the humor I interjected).
I think you and Paul are missing the point of the post. It’s a satirical study in how large (and small) companies are not taking advantage of customer service issues in social media in a way that benefits the company in question.
My friends are coming to my defense here in the comments in the manner in which they feel is appropriate for themselves. I hope you understand that when Paul accused me of defaming you (which I was not), it was taken as a personal attack on me. He also made comments that would (legal disclaimer or not) cause readers to see a representative of Southwest in a negative light in the shadow of the Kevin Smith/Twitter story.
Again, thanks for commenting and thanks for your humor and humility as well as speaking directly to your customers.
-Angie
Well, Christi – you may have a tight group of employees at your airline, but Flying Photog’s comments have totally NOT represented @southwestair in a positive light. The biggest thing I have learned as a representative of my employer (as well as an advocate for my clients) is to react positively, calmly and only after learning (and understanding) all of the facts involved; whatever the situation may be. Angie’s post was CLEARLY satire, and the accusation of defamation Paul made against Angie was not only unfair, but quite libelous in and of itself…..
Just so you know, I have 5 airports within a 45 minute drive from my house, 2 of them in which your airline serves. I also have to travel for business quite a bit and my company uses @southwestair due to the close proximity of said airports. However; if I have anything to say about it, we’ll be replacing @southwestair with @JetBlue from now on.
Hi Christi,
I actually think you’ve done a good job on Twitter – you’ve dealt well with the Smith situation and managed to be personable and courteous. It’s pretty commendable!
But, c’mon. His handle is “FlyingPhotog”? That automatically puts him in the douchey category. And I bet if you thought about it – really thought about it – he is kind of a douche, isn’t he? It’s okay – we all have friends who can be douchey.
This is the most I’ve ever written iterations of the word “douche” at once, too, I think. Sigh. That makes ME douchey!
lolllll.
adam has a certain jen a se qua about calling people out.
What can you be thinking of, Christi Day? You are even more naive about the ethics and conduct of PR than I previously thought! I can’t believe you just defended Paul Thompson, who only just defamed Kevin Smith while simultaneously waving the South West Airlines flag. Don’t you realize you’ve just as good as condoned his ad hominem attacks, made against the very customer whom your job is to APPEASE? Public Relations 101, Christi! What do you think Smith’s reaction will be if and when he sees both of your comments, knowing that South West Airline employees are publicly defaming him, and all because of his right to complain about a company to which HE gives money? Do you honestly believe that he couldn’t drop both of your names on national television, the next time he goes on the Today Show or the Morning Show to talk about this fiasco?
I hope you read my earlier post, because you should consider a different line of work, or else reconsider whatever reading material is informing you on your view of social media PR etiquette.
This is not about who’s a nice person and who isn’t. In this economy, we are all lucky to have jobs. So shape up, before you lose yours.
AWESOME satirical social commentary here, Ang. Seriously brilliant. I literally laughed out loud the whole way through.
And as I stated earlier today, a social media expert I am not, but I have been cringing all day at how Southwest has chosen to handle this situation….and the two SWA commenters here are continuing that trend.
Great post. Thank you for a very funny, intelligent look at things.
thank you thank you
So I hate to be on the opposite side of my buddies, but how is it that just because someone is the customer, they are allowed to be so nasty?
I had some seriously awful customer service last night. I wanted this girl fired. But then, I didn’t know if she hadn’t just been having a really bad night. Don’t go to work, I suppose, but I have to say, I have witnessed some pretty awful behavior from customers.
If the customer in question normally bought two seats, but chose not to this time, I wonder about his motives. Was it to save money? I don’t think he’s poor, so that couldn’t be it. So WAS it to draw attention to himself? People do a whole lot less for a little attention. With an upcoming movie on the line… hmmm…
Maybe I’m biased because I’ve always had great customer service from SWA. I think I might have had one bad experience with one witchy flight attendant several years back. Mostly, they’re just cool people.
We all have off nights.
I love you Sugar, and I see both sides of the issue (on which I haven’t commented either way).
However, I’m talking about a satirical situation from the viewpoint of the “Pro Kevin Smith” twitterers and how they would see the SW PR rep’s side.
GO POUND SAND!
(what does that mean, anyway?)
Actually – he *did* buy two seats, had two seats purchased for his scheduled flight – but when he bumped to an earlier flight he was given *one* seat. By Southwest. Who knew. He bought 2 seats.
(At least that’s who I read it on the SW blawg.)
Yes, but while a disgruntled employee who has an off-day can’t take back his or her bad behavior, Christi Day can delete her offending tweets, such as her offensive blog. But she hasn’t!
Great post Angie!
I’m flying SW in April, and am a little worried now. I usually require a seat belt extender (airplane seat belts are small) but fit in the seat w/o a problem (arm rests down). Should I be worried? I will fret about this for the next 2 months I’m sure.
*sigh*
you get a pass b/c you’re hot.
Dude, thanks! I’m glad someone thinks so! And I totally hope that’s true!
I was TERRIFIED I was gonna get pulled when I flew on SWA to Chicago for BlogHer last year. But I didn’t. And I’m 235 lbs and my butt is ginormous.
Also, Angie, So funny I had to read it out loud to the roomie!
you gots a sexy badunkadunk
I’m over 235 pounds and 5’5″, so I’m starting to think I need to lose a hundred pounds before April. I’m so going to freak out about this between now and then, I just know it!
Amazingly funny post. I love the sarcasm that others seem not to truly understand.
many (DUMB) people don’t get my brand of snarkasm.
I’ve been kinda unplugged so I missed out on the whole Kevin Smith deal . You talk about Twitter being exciting. I’m seriously riveted by your comments section.
i know – it’s crazy!
Angie, you crack my ass up. That is all.
love it, Ang!
Squishy \O-O/ hugs!
I see customer service professionals fail to use SM (finally decoded those initials just today, duh!) as an opportunity all too often!
it’s a brand new world for PR. unfortunately, it’s not catching up with the SM users.
Very funny post.
The not funny part:
1) Southwest Airlines has created the new bigotry: “persons of size.” They are too cowardly to use words “obese” or even “overweight.”
2) the width of the average coach cabin seat is 17.5 inches. That means if your hips are more than about 36″ around, YOU are a person of size.
Instead of adding on passenger costs such as $50-$80 for 2 checked bags or $10 for two cookies or taking away ordinary amenities and squeezing more seats, maybe airlines should step back and ask themselves, “hey, maybe if we treat our customers BETTER instead of WORSE, we won’t go bankrupt?”
1. they’ve tried to find a gentler term for one of the few bigotries that is still socially acceptable. I wouldn’t call it a new bigotry.
2. People have depth. QUITE a bit more than 36″ hips are needed to be a person of size by those standards. Mid-forties, at minimum, I’d wager.
Maybe this is nit-picky of me, but, *shrug* accuracy.
I agree that airlines should treat customers better!
My hips/butt? Are like, 52 inches around. Like I said, ginormous. And I can still fit in one seat with the armrest down. However, I have to sit at an angle. Uncomfortable for ME, but no one else, and I’ll be uncomfortable for a few hours to save myself $300.
Hahahaha..
That said. Seriously? I cannot believe that you had to qualify that this was satire. Since when did the architects of hotpants in the sky begin to take themselves so seriously?
OH EM GEE, indeed.
snarkasm is overlooked by the quick reader.
I thought this was awesome. I try to avoid internet drama, but your post drew me in… Darn you, darn you to heck!
i know! it’s drawing me in, too…
I am amused, by you and the comments. But holy jeebs, drama llama!
xox
crazy.
Um – for what it’s worth?
I laughed out loud.
Like, for real and stuff.
at the post or the comments? cause really, both are HIGHlarious (if i say so myself)
The post was funny. The comments are funnier. I love the people from southwest came to post on the blog. I also love the word douche and people being called a douche. Great stuff!
crazy awesome
Holy Crap, I need to get back on Twitter ASAP. I am missing all of the fun. Angie your post is spot on! I love your sarcasm.
Oh Ange…this was just a little piece of brilliance in my otherwise dull day.
Oh, and Kevin Smith is hot. Way hot. He can sit on my two seater lap anyday. I’ll even pay for the seats. Cause…you know…he’s hot.
click on this article
”I Was Fired By The Airlines.
This Guide Is My Revenge! ”
http://bit.ly/dwgjqS
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