Should British Airways Have Deleted This Sassy Tweet?

British Airways called out a customer in a Tweet that has since been deleted, but I actually think it was kind of refreshing, and they were in the right?

Let me start by saying that I feel bad for people who work in Twitter customer service, especially for airlines. I feel sorry for them for a couple of reasons:

–Companies have created ridiculous “success” metrics based around response time rather than the quality of responses, so the priority is on responding to everything quickly
— People just like to whine on Twitter, so many of the “complaints” that people have aren’t actually complaints where they’re looking for a resolution, but rather they just want to vent