Lisa Carter-Knight

Jousting on Social Media

A recent story about a political race zeroed in on rabid social media exchanges between staffers in opposing campaigns. Most people ignore the exchanges as nothing more than inside political baseball. Cybernauts aren't so generous when brands joust with customers.

JetBlue made a bad situation worse when it quarreled on Twitter with a passenger who said she was barred from boarding a delayed flight. The would-be passenger says someone made an off-handed comment about a "fully stocked bar onboard," which the JetBlue pilot interpreted as an accusation that he was intoxicated.

Irritated, the pilot ordered all passengers off the plane while he underwent a precautionary sobriety test, which proved negative. Lisa Carter-Knight, the passenger ultimately prevented from the flight, said she didn't make the comment and was punished for tweeting about the episode.