Jetstar

In November 2012, the budget airline was confronted with several problems that threatened to tarnish the company's reputation online: Cancelled Christmas flights which resulted in frustration, but also frauds that impacted on consumer trust.

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  1. In November 2012, a prankster registered a Facebook account under the name of Jetstar and, using the official logo of the budget airline, started responding rudely to customer queries on the company's Facebook page. 
  2. Screenshots of some of the exchanges were captured around 7.30pm (AEDT) last night — but Jetstar caught on and posted an explanation around 11pm.
  3. Hi Everyone,
    You might have noticed that there have been some inappropriate responses to your feedback on our Facebook pages today.

    Unfortunately, someone has made a fake Jetstar Facebook and they've been impersonating us.

    We are currently working with Facebook to get this resolved.

    You can tell if the account is a fake because when you click on their profile, it leads to a different wall.

    - Ella.
  4. Hi Everyone,
    You might have noticed that there have been some inappropriate responses to your feedback on our Facebook pages today.

    Unfortunately, someone has made a fake Jetstar Facebook and they've been impersonating us.

    We are currently working with Facebook to get this resolved.

    You can tell if the account is a fake because when you click on their profile, it leads to a different wall.

    - Kylie
  5. Hi Frank, first I want to apologise for the above posts, you are right they are fake. Unfortunately someone has made a fake Jetstar Australia Facebook account and is impersonating us. We are currently working with Facebook to get this resolved. The fact you have not received a response for over a month has me concerned. Could you please send me your case ID in a personal message and I will follow it up for you. Tara Théaud, we only remove or hide comments that breach our page guidelines, if they have profanity then Facebook hides them automatically. Thanks - Kylie
  6. Hi Scott, firstly I would like to apologise for those two comments that appeared to have come from me. Someone set up a fake profile and pretended to be me on Jetstar. The best way to see if it's a real comment from Jetstar is to hover over the name. In terms of your issue, can you please send us a private message with your booking reference so I can look into this for you. Thanks - Anita
  7. Comments and Flickr account were subsequently deleted.
  8. Why has jetstar deleted the link from channel nine?  http://www.flickr.com/photos/90511182@N05/Jetstar  AUS www.flickr.comExplore Jetstar AUS' photostream on Flickr. This user has 5 photos on Flickr.
  9. In Jetstar’s case, legitimate social traffic was diverted to the bogus site, where customers’ posts were responded to with “sniggering disdain.” The result: bad PR for Jetstar who not only had to content with the Corporate side of Facebook in getting the bogus page shut down, but also manage crisis communications on their official channels, alerting customers to the bogus site and repairing the damage to customer good will. This is of course, was at the expense of their regular social strategy (sales). Add into the equation a social audience whose perception toward Jetstar as being a ‘trusted’ brand significantly diminished via a mismanaged social sphere. This was an expensive, panic riddled exercise in social media crisis communications, which was largely preventable. Fact in point- I have just registered a ‘Jetstar’ Facebook Page. In under 2 seconds. It could happen again.
  10. If a brand or corporate social media account is breached then the corporate reputation consequences can be serious. Not only is the actual breach embarrassing, but it also raise serious doubt about the company’s or organisation’s ability to keep other information secure. The fact that sensitive data is dealt with securely by a different team to the social media won’t stop people worrying and doubting you.
  11. how do we know this is the real jetstar page not the fake one??? hmmm think about that ?
  12. Beware maybe scam,before yesterday the news warming people about Jetstar scam.Make sure what kind this one.
  13. Yeah be careful peeps, the was a fraud star on here acting as if it was original jet star
  14. -
  15. Hi Ad, this is the official Jetstar Australia Facebook page. Is there something I can help you with? Thanks - Anita
  16. However it seems not everyone was upset by the prank, with many of Jetstar's Facebook fans declaring it "hilarious''. "Well done to the person who created this, well done,'' wrote one user, while another simply said: "LOL Legend!'' "The fake account probably deals with customer service better then you clowns,'' wrote another.
  17. Sounds awesome! Post a link :-)
  18. Probably funnier than the legit site! LOL
  19. I need a laugh whats the page?
  20. Im still in tears "Why were you on the phone for 45mins to someone who couldnt speak english" Soo funny.  http://www.flickr.com/photos/90511182@N05/Jetstar  AUS www.flickr.comExplore Jetstar AUS' photostream on Flickr. This user has 5 photos on Flickr.
  21. The fake account probably deals with customer service better then you clowns
  22. Reactions are not necessarily negative. Users might empathize with companies who have been hijacked or even find the actions amusing (low crisis responsibility, company as a victim). 
  23. The comments might seem amusing, but if you've ever been the victim of bogus online postings in your name - something that's hard to prevent and difficult to correct - you'll know how stressful (not to mention costly) it can be. Jetstar has scrambled to distance itself from the bogus comments, and is advising people to double-check the Facebook profile of posts that look official
  24. Thankyou for posting this, I had a very traumatic evening because of this person. Thankfully I spoke to someone on the phone quickly who reassured me that my flights were fine. Some people are just nasty
  25. Rogue comments on social media sites and spams that hijack a brand are almost always outside the victimised company's control.
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