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The tone of @JetBlue mirrors the airline's vibe: informal, breezy.

@JetBlue has 1.7 million followers, and the Facebook page has more than 800,000 likes.


Stranded customers love to vent on Twitter and Facebook. JetBlue actually responds.; @JetBlue

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

- Last updated August 29 2013 07:15 AM ET
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