A passenger on a flight notices his reading lamp is broken, so, using his mobile device, he complains on Twitter. Within minutes, the airline’s ground staff has dispatched a flight attendant to fix the problem and has alerted maintenance at the destination airport. Corporate communications has passed the Tweet onto the customer service department, which contacts the passenger to apologize for the inconvenience.
This scenario is not science fiction. It, or one similar to it, happens every day in airline cabins as tech-savvy passengers use social media tools to disperse information among their networks. Are airlines ready for this new world?
Read the full story at http://www.aviationweek.com/aw/generic/story_generic.jsp?channel=awst&id=news/awst/2010/01/11/AW_01_11_2010_p42-193334.xml&headline=Airline%20Social%20Media%20Strategies%20Vary
