A week ago I wrote about the Southwest Airlines inspection controversy which had also embroiled the FAA (Federal Aviation Administration) in a series of Congressional hearings.   I mentioned how Southwest had put up a blog post with regards to the hearings and left it open for readers to respond.  I checked in this morning and it’s up to 104 comments and trackbacks.  I thought it might be higher than that, to be honest.

I’ve only focused on the Southwest blog, so I’m not sure if they’ve done anything else in social media to respond to this issue.  However, it is interesting to read the comments.  The first few days of comments were passionately negative and angry at the combined compliance problems at both Southwest and the FAA. 

However, the tone gradually changes as the days go on and the last few dozen entries are more positive than negative.  Their post is still visible on their front page (bonus) and it’s hard to tell if any moderation has occured.  There does seem to be some good dialog happening in the comments section. 

So, two points for Southwest for keeping that channel open (although their score still sits at about -998 for compliance violations and the typical motives for doing so.)

Now, of course, Southwest’s scandal is being overshadowed by American Airlines (AA) problems, where hundreds of flights were grounded or delayed as inspectors checked the bundling of wires in the aircraft wheel wells of the MD-80 fleet.  Perhaps you’re one of those poor souls who was stranded:  my sympathies if you were.  Travel delays suck.

AA has posted at least seven press releases on their corporate website concerning this inspection process, as well as a couple of other links on their website, including a compensation link for people who were “inconvenienced” during the inspection process. 

However, if American Airlines has a blog, I can’t find it.   There doesn’t seem to be an outlet for their customers unless the customers blog it themselves or else head to forums… somewhere.  In short, I haven’t been able to see any kind of social media response from AA during this period of time.

Southwest reports increased business during the AA MD-80 inspection process.  It’s interesting how fortunes can change in a week or two.  Did Southwest’s blogging policy have anything to do with getting this business, either past or present?  Or was it simply a practical matter, where people needed an airline, any airline, to get to their destination?

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