It all began last week when James Lloyd shared a screenshot of his Skyscanner app itinerary, saying he would have a layover in Bangkok lasting 413,786 hours. He posted it to the brand’s Facebook page with the caption, “Hi Skyscanner. Just wondering what you’d recommend I do during the 47-year layover your website has suggested?” Complaints can be something that Community Managers shy away from, preferring to give standard responses – or directing the complaint to the next poor sod on the complaints ladder. But not Jen from Skyscanner. She taught us that with a little creativity, and a lot of tongue in cheek – you can turn those scary queries into community management gold.