PR has always been tough. Sometimes, when the service doesn’t match up to the promised level, you get complaints, which the PR department has to deal with.
You could go one of two ways about it. Either reply humbly and promise to improve, or go viral like Scoot this time.
This started as something of a non-issue, really.
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A lady, who recently flew on a Scoot flight, purchased one of their $18 meals inflight, Nasi Lemak with Chicken and Fish Tofu. She was understandably disappointed with the presentation of the actual meal, and decided the best way to deal with this was to complain on Facebook.
The complaint got mostly lost in the sea of comments, naturally. It was pretty much ignored by everyone, because duh, the food is not going to look picture perfect.
Until Scoot decided to reply.
Whew. And what a reply it was. Taking a page straight out of the occasionally-trending-snide-customer-service-reply playbook, Scoot fired a shot, to immediate effect.
The previously uncaring and silent public swarmed out of the woodwork, and saw the chance to blow it out of proportion.
The swift response divided itself into two camps, with one standing on the side of Scoot, and the other (ostensibly) on the side of the lady.
Scoot’s response to the lady was either entirely uncalled for and unprofessional, or a job well done, depending on who you ask.
Regardless of how necessary the reply was, Scoot’s pretty sick burn is hilarious and borderline inappropriate. Which is the best kind of inappropriate. If anything, this viral response just got Scoot a little bit of free publicity.
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