US Airways tweets vulgar image to customer, apologizes


Well, that was awkward.

The official Twitter account for US Airways sent out a graphic photo to a customer Monday afternoon that has left the tweeting public alternating between horror and amazement.

I’ll direct you to other sources to find the image itself, which was, according to Jezebel and Gawker, of a woman with a toy airplane in her vagina.

The company swiftly apologized and removed the tweet.


The image was posted along with an innocuous and fairly reasonable message directing the customer, Elle, to review her travel experience and follow up. The attached photo, however, was pornographic.

A spokesman for the company said in a statement that the tweet was a result of an honest error:

We apologize for the inappropriate image we recently shared in a Twitter response. Our investigation has determined that the image was initially posted to our Twitter feed by another user. We captured the tweet to flag it as inappropriate. Unfortunately the image was inadvertently included in a response to a customer. We immediately realized the error and removed our tweet. We deeply regret the mistake and we are currently reviewing our processes to prevent such errors in the future.

In the ongoing struggle of companies to deal with social media, this is certainly a black eye.

Airliners like US Airways also routinely attempt to respond in real time to customer concerns and feedback through their official Twitter accounts. No doubt, the people tasked with that job today will be treading extra carefully.

Abby Phillip is a general assignment national reporter for the Washington Post. She can be reached at On Twitter: @abbydphillip



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Abby Phillip · April 14, 2014

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