My CEO Life

Today i received an email from the CEO of Qantas apologising about the recent disruptions to their services. Initially i thought i was someone important then i realised it went to all Frequent Flyers. The good news is that this email directly addresses some of the bad press the airline has been receiving. It was good, from a customer perspective, to actually hear from the man at the top and not some PR mouth piece.

Overall this is a great example of using PR and email to directly get to those customers that really matter, the frequent flyer.  More companies should use this approach more often.  Overall, well done … not just fix the maintenance issues.

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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.
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