Top 10 Brand Disasters of 2011

Qantas Gets Tweet-Slapped
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2. Qantas Gets Tweet-Slapped

Qantas asked its customers to tweet their "dream luxury in-flight experience," with gift packs for the best entries. Brilliant idea, except for a tiny detail. Qantas was in the middle of a labor dispute that ended up grounding all of their planes. Thousands of stranded customers tweeted, retweeted, and reretweeted their frustration and anger. Then, rather than admitting the mistake, the airline pretended nothing was wrong.

Lesson: Don't let an intern set your social media strategy.