Top 12 Social Media Blunders of 2011

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@QantasAirways pretends

Tempting followers with Qantas gift packs, the Australian airline prompted customers to describe their “dream luxury in-flight experience” in November. Instead passengers took to venting about being stranded after the airline halted flights to end ongoing strikes. The timing of the promotion was bad, as well as the company’s weak response to tweeted customer complaints: “At this rate our #QantasLuxury competition is going to take years to judge.”

Lesson: Time your company’s promotions wisely and acknowledge unfortunate events. Just because you’re on Twitter doesn’t give your customer service permission to wane.