A marketing campaign by Southwest Airlines to mark the growth of its Facebook fan base to 3-million turned into an unmitigated PR nightmare last Friday. Southwest offered discounted flights that day to celebrate the social media milestone. Unfortunately, customers who tried to take advantage of the offer found themselves victimized by a computer glitch that made multiple bookings and, worst of all, took multiple charges. In some cases, customers were dinged 10 — or even 20 — times.
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Banks Leave Some Overcharged Southwest Customers Swinging in the Breeze
Posted by: Erika Morphy August 7, 2012 05:00 AMA marketing campaign by Southwest Airlines to mark the growth of its Facebook fan base to 3-million turned into an unmitigated PR nightmare last Friday. Southwest offered discounted flights that day to celebrate the social media milestone. Unfortunately, customers who tried to take advantage of the offer found themselves victimized by a computer glitch that made multiple bookings and, worst of all, took multiple charges. In some cases, customers were dinged 10 — or even 20 — times.