Evidently, customers are social media savvy, taking to online platforms to express their dissatisfaction alongside
while forcing companies to act on potentially damaging reviews. It is important for companies like Scoot to
constantly monitor what is being said about them by customers in real-time, and address them promptly before it
proves detrimental to their online reputation.
2. Act well
For a brand that’s known for staying (relatively) ahead of the social media game, Scoot’s (and Wilson’s) apology
was sorely lacking.
Quoting the Latin phrase “quid pro quo” with regards to not securing accommodation for affected passengers,
Wilson failed to explain why passengers were made to deplane twice, as well as the lack of operating crew and staff
on hand.
Needless to say, internet users were not pleased and slammed Wilson’s poor answer, including local influencer
@mrbrown who added his own twist to his quid pro quo!