Easy Jet, Getting it right on Twitter

I flew with Easy Jet for the first time a few weeks ago. I only had hand luggage so thought I would turn up and check in at one of those handy self check in machines that all the other airlines (the ones I tend to use anyway) have. I arrived about an hour before my flight to Basel only to find no self check in machines and a horrendous queue. Feeling quite grumpy I sent the following tweet while in the line.

When I next checked twitter I had the following message

We had a little bit of email correspondence and I felt that I had aired my grievances and that I had been listened to.

I travelled with Easy Jet again this week and on my return I had the following message waiting for me.

I'm not easily impressed but must admit that I am impressed with Easy Jet and with Paul. It's not difficult for a company to monitor the twittersphere for their brands but it's what you do with that information that matters. I admit that I did not have a big grievance and that part of it was of my own making but I felt the response I got was good.

I wouldn't say I'm a convert to Easy Jet. I'm not a big fan of the scrum that takes place at boarding and also I am far closer to Southampton and Heathrow, so these are certainly my airports of choice. However what I will say is that I will not go to great lengths to avoid them as I have done before.