Well crap, this is going down in a blaze of glory faster than expected.
For some reason your customer service agent has decided to skip right past the pleasantries and directly to addressing the consumer AND the entirety of the public just like they’re a class of kindergarteners who are running in circles all zipped up from eating that delicious paste they serve on a lid-stick.
Get your community management team to DEFCON 5 because you essentially just implied that your audience and paying customers are bumbling idiots.
You also brought attention to the fact you have no respect for Cowboys which will inadvertently trigger responses from the actual NFL Dallas Cowboys organization, alerting another 2.85 million people.
At this point, most of the public has the impression your company and everyone involved — from the gate agent to your customer service — is more concerned about rules than the comfort of your existing and future customers.
Your next 3–5 days are going to be consumed managing damage control from every direction with irrational arguments and people that tweet first and have no intentions of reading prior responses or conversations.
The very first interaction by your customer service is when your brand becomes a Twitter hero or quickly transforms into the match that ignites a massive dumpster fire. You won’t be able to solve every customer inquiry but you can have tools and guidelines in place to put the consumer first and stay one step ahead of your competitors; before, during, and after every brand interaction.
Hopefully within the next week this fictional monorail company can improve their brand health to 91% by offering free rides to a guy asking for retweets from a chicken place and avoid dragging a passenger off a train because his luggage is too large for the overhead compartment.
I mean who would even think of dragging someone off after that first incident?