It’s been over a decade since so-called “influencers” entered our lives. They usually create videos to entertain or inform, and in return, they receive likes, attention, and paid collaborations.
Seeing the rise of social media celebrities, many companies have tried to copy their successful model and achieve fame through views and quality content.
For example, airlines like Ryanair have hired community managers (CMs) who upload entertaining content on social media to gain “engagement.” This translates into more people seeing flight offers and becoming customers if the content appeals to them.
However, beyond entertainment, many people wonder about baggage policies, weight limits, or even details about canceled flights.
The problem arises when these airline CMs are not adequately trained to serve the company’s customers and instead specialize in entertainment.
This can lead to CMs providing incorrect information, false details, or failing to have the necessary answers readily available when a customer needs them on platforms like Instagram, Twitter, or TikTok.
If you’ve been affected by these social media issues, we’ll guide you in this article to help you find a solution and, if necessary, file a claim against the airline.
Let’s get started!
Incorrect Information from Official Airline Accounts
What happens if an official airline account gives you incorrect information?
Airlines typically communicate via social media in two ways: direct messages and official posts. Direct messages target a specific individual, while official posts are aimed at all account followers.
Since official posts are usually approved by airline supervisors, most issues arise from direct messages.
For example, a passenger might ask an airline such as Lufthansa about baggage weight limits or about specific entry requirements for a country. If the information provided is inaccurate, it could lead to serious consequences like missed flights, denied boarding, or additional costs for rebooking or accommodations.
Incorrect information from official airline channels can leave passengers stranded and result in significant financial losses. However, the general rule is that information shared via social media is not legally binding, as no contractual relationship exists when engaging through these platforms.
Fake Airline Content on Social Media
It’s also important to address scams involving fake accounts, as these are more common than you might think.
In recent years, several fake accounts have impersonated well-known airlines such as American Airlines, Air Canada, and others, targeting passengers seeking to resolve issues. These scams often involve fraudsters contacting individuals, promising compensation, and requesting personal and banking information through private messages on platforms like Twitter or Instagram.
In some cases, scammers have asked for payments to process claims, which led victims to report the situations publicly. This pressure often results in social media platforms suspending these fake accounts.
Unfortunately, after falling victim to such scams, many passengers attempt to reclaim their lost money from the airlines themselves, only to find out that they cannot. Since the fraud is carried out through fake accounts and not through the official channels of these airlines, the companies are not liable for third-party criminal activities.
