I am constantly using twitter as a makeshift diary, and apparently I am not the only one. JetBlue passenger Lisa Carter Knight, was kicked off the plane over her live tweets about why her flight got delayed.
Flight 760, a JetBlue flight departing from Philadelphia to Boston, was behind schedule an hour. As a crowd waited in the jetway, a passenger joked that he hoped the bar was fully stocked. Moments later, from probable miscommunication, the pilot told the passengers he had been accused of drinking, and now had to undergo a sobriety test.
After hearing this news, Lisa Carter Knight began live tweeting her experience.
Knight continued to tweet a play by play of the delay, including pictures of the pilot exiting the plane to take his sobriety test. All of her tweets can be viewed in this video from ABC 6 Action News.
The pilot ended up passing his sobriety test, and all passengers were allowed back on board, except Knight.
“JetBlue has denied me service back to Boston because a pilot made a decision that my social media interaction with my friends and family was not appropriate and was not going to be tolerated by him,’ wrote Knight. ‘So, I was thrown off the flight tonight.”
According to JetBlue, they did not remove Knight because of her tweets. They only remove customers from flights who they feel are disruptive or exhibit objectionable behavior.
According to Forbes.com, JetBlue has a respectable reputation. JetBlue lands #2 on America’s Best Airlines 2014.
Is this occurrence atypical of an admired airline? Or does an incident like this remind us that we have only scratched the surface of the social media era?
I believe that social media acts as a double-edged sword for businesses.The speed at which personal information travels and surfaces leaves little time for rational reaction. Perhaps JetBlue is still figuring out how to handle large amounts of unprecedented feedback, which as we have seen in this case, is not always pleasant.