The snowstorms that accompanied the holidays this year left many travelers stranded. Many travelers tried to seek information about their flights by phone but were met with busy signals and long waits. However, some travelers found a line of communication that didn’t involve those frustrations: social media.
Technologically savvy travelers used Facebook and Twitter to find information, vent about their situations and even book new flights. Some airlines, such as Delta, trained staff members to respond to their troubled travelers through social media. Many could only offer apologies, but a response nonetheless.
While airlines still recommend travelers contact them primarily by phone, this situation demonstrates yet another way social media is changing how we communicate. While non-technologically savvy travelers waited for answers by phone, their wired counterparts had the information at their fingertips.
To read more about this, check out the article from the New York Times.