My CEO Life

I have just stumbled upon an interesting blog posting from Dublin, Ireland.   In the posting by Jason Roe, he claims that he found a bug in the Ryan Air site that displayed a zero price for an airfare after the user completed a couple of less than obvious actions.  While bugs on websites are nothing new, it was the response by people within Ryan Air (including someone within the PR team) that makes his a fascinating case study on how not to deal with blogger.

The initial posting by Jason Roe was innocent enough.  He is a web developer in Ireland who seemed to found a relative harmless bug within the Ryan Air online booking site.  The bug meant that after going to the voucher page and then returning to a booking page, a zero cost for the flight was being displayed rather than the proper price.  Evidently completing the transfaction would not have given away a free ticket. 

After writing about the bug, he received a number of posts from people within Ryan Air (evidently confirmed by their IP address) slamming him.  Under the names of Ryanair Staff #1, #2 and #3, there were a series of comments posted that were less than complementory. 

Initially it made for fun reading, however after a while the volume of other comments and then the links to other sites meant that Ryanair had a PR problem on its hands. At last count there were over 500 comments and nearly 1000 links to that blog entry from other sites.

Ryanair could have done a couple of things – say nothing, issue a press release being humble or attacked the blogger.  Surprisingly someone appears to have chosen the 3rd approach.  A Stephen McNamara, evidently from Ryanair, was quoted as saying “Ryanair can confirm that a Ryanair staff member did engage in a blog discussion. … It is Ryanair policy not to waste time and energy corresponding with idiot bloggers and Ryanair can confirm that it won’t be happening again. … Lunatic bloggers can have the blog sphere all to themselves as our people are far too busy driving down the cost of air travel“.

Assuming this is not an elaborate hoax, we can learn some interesting lessons from this.

Firstly, companies can not stop their people from commenting what is happening around the world.  Some companies block IP addresses etc, but this is just a temporary measure and those that want to comment will find a way.

Secondly, companies should be on the front foot and clearly admit when there is a problem, thank the person who brought it to their attention and get on with fixing it.  Avoidance or shooting the messenger are not real options.

Thirdly, official spokespeople should be carefully selected for their clarity in communication and being  cool head in an crisis. 

Finally, they should not engage in the debate.  It never works out how they think it will work out and companies never come out on top.

The internet is hear to stay and one man media companies are the norm, not the exception.  Understanding this and working with them will make a company stronger.  A thousand little voices do make a difference!

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