I admit I didn’t see one of the last tweets from Ryanair’s account until my brother told me. And for a moment, first of all, I thought I’d rather go on like this without seeing it, because the mixture of confusion and embarrassment I’ve experienced isn’t exactly the taste in my mouth that I want to face this sunny Friday afternoon. I’d rather have nothing at all than to see that tweet.

But when I thought about it, I came to the conclusion that reflection, collective reflection, was needed a profile that more and more companies are adopting on social networks, and this is perfectly illustrated in the tweet from the airline. But if you don’t know what I’m talking about, I’ll give you some background first, then I’ll give your opinion and, of course, I hope to read yours, because as I mentioned at the beginning, I think that reflection should be collective.

It all starts when a passenger from a Ryanair flight calls tweet criticizes the small space between the seats, something that affects her mainly because she is a tall person. In a tweet, he also publishes a photo that shows that he had to twist his legs to be able to sit in the seat. The criticism of Ryanair I have heard before, both from strangers on social networks and in my personal circle.

I feel discriminated against again for being high thanks @Ryanair pic.twitter.com/gj5YhBszDw

– Bianka Randell🗽✨ (@BiankaRandell) May 24, 2022

Ryanair undoubtedly has the full right to defend itself in the world and can certainly claim many points that need to be answered. From the cheapness of their fare to today’s standards in commercial aviation, or even the difference between some seats and others. I don’t know, at one point I can think of some sensible answers. Or in the worst case, if you don’t know what to say, the best possible option is to always say nothing. Or apologize, suggest alternatives and that’s it. What I would not think of is answering what Ryanair’s account answered:

I enclose a screenshot instead of the original tweet (which you will find at least for now) in this link) before the possibility that they decide to delete the message after thinking.

That Twitter has become a garbage sink It’s been obvious for some time, but even at such a low level, such a tweet from Ryanair to a man who was a customer of the company seems like a perfect example of how bad things are, how to be funny (or pretend to be like in this case) is not always the best option, and that adopting certain attitudes because of fashion only demonstrates how insignificant we can become.

I only explain this in case I have nothing against humor, far from it. In addition, I have some popularity in angular black humor. Just as I wouldn’t think of reproducing some barbarism here (because I admit they are) that can make me laugh in private, I don’t think Ricky Gervais’ attitude of selling everything in the store for one euro is best for dealing with customer and user complaints. And yes, by a balanced humorist I mean CM Ryanair responsible for this answer.

I never believed it, and it also seems important to clarify that the customer is always right. There are clients who have it and clients who don’t, and there are clients who are beautiful people and others who can’t be stupider or train every day. As popular proverbs say, these are crazy days and they are crazy every day. This is not to say that Ryanair must agree with all the company’s customers and fall into servility, nothing is further from my position.

And to point out even more, I also don’t think it’s bad that CM brands have a sense of humor and apply it to their accounts. From the memorable Carlos Fernández at the head of the National Police’s Twitter account to accounts always ready to joke about themselves as Cruzcampo (which seems like a gem to me), we have many examples of accounts that can combine a good mood and know. be.

Telling a user who is dissatisfied with Ryanair’s services to bend her knees doesn’t make me joke, I don’t find it funny and It seems a bit unfortunate for me from a company account. Because it is one thing to react humorously to criticism and it is another thing to disrespect a person, as has happened in this case. And in an answer that is as funny as my face when I just got up after sleeping four hours less than I would have liked, none at all.

I don’t know who manages Ryanair’s Twitter account, nor do I want to know, because I understand that the person who posted the report is the one who defined Ryanair Spain’s Twitter communication policy, and the above is Ryanair’s manager who agreed with that communication policy. In other words, I don’t think the problem is limited to CM, who pretends to be funny without being funny, and that confuse the joke with disrespectI think the virus is more prevalent in society.

In my opinion, CMs like Ryanair should return part of the journey they have taken so far, and treat users / clients close again and in a good mood, but with respect. Because if we start to disregard, this path is two-way and tends to grow exponentially. And this is bad for all parties and for communication in networks.

What do you think? Do you agree with Ryanair CM’s response to a user who criticizes the lack of space between the seats? Or do you think it’s exaggerated and that he should apologize for braking too much?