Airline employee’s sassy tweet goes viral

A British Airways employee is being showered with praise for their sassy response to a customer complaint on Twitter.

The passenger posted a tweet to publicly complain about the airline after they caused further delays to an already delayed flight by neglecting to sign their passport.

“FFS @britishairways flight is 25 mins late because the first officer was stuck in traffic to the airport,” they tweeted, according to News.com.au.

“Despite that, gate staff refused to let me on the flight because my passport wasn’t signed. So, instead we held up the queue for another five minutes while I practiced my signature.”

To the delight of anyone who has ever worked in customer service, a British Airways employee named Angela responded to the Tweet asking them to “accept responsibility” for their actions.

“I’m sorry you felt embarrassed at how my colleague dealt with you. However, there are times when we have to accept responsibility for our own actions. If you’d signed your passport when you’d received it, this wouldn’t have become an issue. Angela,” the response read.

British Airways Angela dgaf pic.twitter.com/0GEjMI4hiD
— Nick Walker (@nickw84) January 7, 2020

The tweet has since been removed but that didn’t stop Twitter users from showing their unreserved support for Angela.

I will personally NEVER fly @British_Airways again if anything happens to Angela. #teamangela https://t.co/3mxCTYA8Gg
— tjc (@todd_j_cooper) January 7, 2020

https://twitter.com/cr_wford/status/1214734097161097216?ref_src=twsrc%5Etfw%7Ctwcamp%5Etweetembed%7Ctwterm%5E1214734097161097216&ref_url=https%3A%2F%2Fwww.pedestrian.tv%2Ftech%2Fangela-british-airways%2F

“I will personally NEVER fly @British_Airways again if anything happens to Angela. #teamangela,” one user wrote.

However, not everyone was as delighted by the response.

“Although Angela was technically right, you don’t speak to customers like this when you work in customer service. You can just tell from her wording she shouldn’t be working in CS let alone be responding on behalf of a huge corporation‘s Twitter account,” one said.

“Wow. Gold Card holder here just chiming in to say… @British_Airways- please get a grip and have a think about your customer service standards,” said another.

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Email the Travel Weekly team at traveldesk@travelweekly.com.au

british airways twitter