Lost Bags, at 140 Characters, and Airlines Respond


Key excerpt:

“If someone has a question about a delayed flight and they’re in the airport, that’s something we want to handle right then and there,” said Ashley Mainz, social business manager on the social business team at Southwest Airlines. It has a dedicated team of 29 that fields the roughly 80,000 posts a month that come through Facebook and Twitter, building from a base of just a few employees in a little over a year.

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