These days complaints from stranded passengers can go viral. But even when there's a heavy volume of messages, JetBlue Airways(JBLU) responds in real time. "Every other airline is slower to respond in comparison to JetBlue," says Dave Kerpen, chairman of New York-based marketing firm Likeable Media.
The airline has had a dedicated social media support team since 2010. Its 26 members have the same training and ability to rebook flights as their call-center counterparts.
The first place the airline turns when it has news of airport closures and weather delays is its blog. When unexpected events force mass rebookings, JetBlue prefers a good old-fashioned phone conversation with stranded customers, but in times of need, the social team can also assist customers -- booking and simultaneously corresponding with the passenger via Twitter or Facebook messages. --Iris Mansour