Marketing4eCommerce
Falta de empatía y comunicación sin rumbo: la polémica de Ryanair
Una usuaria denunció que por culpa de Ryanair no pudo despedirse de su abuelo, la respuesta de la aerolínea ha creado aún más controversia.
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Ryanair's 'Emotional Baggage' TikTok Sparks Outrage, Raises Questions on Brand Empathy
Madrid, Spain – A recent social media controversy involving airline giant Ryanair has ignited a debate over brand empathy and crisis communication. The incident began when a passenger, Carmen Díaz, posted a video detailing her inability to travel and bid farewell to her dying grandfather due to Ryanair's carry-on baggage restrictions. In a move that sparked widespread condemnation, Ryanair's official social media account responded with a TikTok video featuring the phrase, 'Ryanair reminds you that emotional baggage costs extra.' This response was widely perceived as insensitive and dismissive of the passenger's grief, leading to significant backlash across various platforms. Following the public outcry, Ryanair deleted the controversial video and has not issued any further public statements or direct communication with the affected individual. This incident has prompted marketing experts to question the boundaries of humor and provocation in brand communication. Experts emphasize that while engaging content is crucial, it should not come at the expense of empathy, particularly during sensitive situations. The case serves as a stark reminder for brands to prioritize careful consideration and appropriate tone in their social media interactions, especially when addressing customer grievances or navigating public relations crises.
