Impoliteness Strategies Used in Customers Complaint on Asia’s Leading Airline Official Instagram

The research aims to investigate the Impoliteness Strategies used in customers complaint on Asia’s leading airline official Instagram account. There are three objectives of this research which include to analyse the types of Impoliteness Strategies, to elucidate the functions of Impoliteness Strategies, to explain the reasons of Impoliteness Strategies used. This research employed descriptive qualitative research. The sources of data were taken from 52 customers impolite utterances posted on Asia’s leading airline official Instagram account. The steps Theories of Miles, Huberman and Saldana 2014 were used in doing the analysis. Data condensation, data display and verification are the steps used to achieve the objective of the research. The result of this research shows four impoliteness strategies found, Negative Impoliteness (58%), Bald on Records (21%), Positive Impoliteness (15%), Sarcasm (6%) while withhold politeness was not found. The functions of Impoliteness Strategies found were Affective Impoliteness (62%), Entertaining Impoliteness (21%), Coercive mpoliteness (17%). The reasons of using Impoliteness strategies were to Vent negative feeling (44%), Pushing (29%), Mocking (11%), Entertain the Target audience (8%), and show disagreement (8%). Pushing is the new finding in the reasons of using the impoliteness strategies which got (29%).