Tweets vs. phone calls

Not so long ago, a man on an airplane was served a sandwich he didn’t like. He used Twitter — the real-time personal news feed, if you didn’t know — to alert the world to his displeasure. An airline employee on the ground saw the tweet, relayed the message to a flight attendant who minutes later asked the man what could be done to assuage his disappointment.

Welcome to travel 2012 style, if you’re doing it right.

Once seemingly impenetrable behemoths, airlines have become remarkably accessible thanks to social media, especially in the real-time world of Twitter. Most, if not all, airlines have Twitter feeds that allow customers to converse and, more important, solve problems in real time, whether for a large issue (stranded in an airport) or small (a lousy sandwich)… Read more

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