Last night I watched the BBC Panorama programme on Ryan Air – an airline that manages to be at the same time successful but hugely unpopular.  Funnily enough it coincided with the BBC World’s Fast:track programme, with a segment (featuring yours truly) about how you can use social media to complain about travel experiences.  One of the companies featured here was Ryan’s Air’s rival Easyjet, show-casing their success in monitoring and responding to customers in Twitter – an approach to customers that is the polar opposite of Ryan Air’s. Continue reading →