Jul 16

How @Expedia Demonstrated What Community Managers Should Do

People have told me that I shouldn’t expect companies to be perfect. Good advice. I don’t expect companies to be perfect–I do expect them to accept responsibility when it is appropriate and learn from the experience so it isn’t duplicated again. Basically, if you mess up, just do what you can to fix it.

So about a month back, I had some big headaches caused by an issue with Expedia. I’m happy to report that @Expedia referred me to their team at Corporate, who promptly issued me a credit for my inconvenience and recorded what my issues were so they could hopefully prevent issues in the future.

At a bigger company like Expedia, it makes sense for their social media team to act like a point guard for the company. In this situation, @expedia followed up and got me directly to the people I needed to speak to. So good job picking the ball up where you dropped it, Expedia. I will continue to book trips on your website.

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