[danpalmer]

There's a difference between the Lufthansa account tweeting out a statement, and a Lufthansa rep, named in the tweet, replying to one user. The reply means that it's hidden from anyone who isn't either following both users (unlikely) or actively seeking it out.

I see this interaction as closer to a customer service phone call where a rep got something wrong, and the only fallout should be that I as one single customer am now misinformed. The amount of checks and balances to ensure that messaging is correct doesn't need too high as it's low risk if one customer is misinformed. Whereas if Lufthansa makes a full statement they should expect all customers to be misinformed, or expect the press to pick it up.

This brings me back to my original point. I don't think the press reported on this well, because this was clearly not an official statement prepared for the press or the audience of all customers, with the level of thinking about it that should go into that sort of thing. It was clearly (to me) an isolated thing. The correct course of action for a journalist would be to confirm with Lufthansa, which appears not to have happened.