Twitter and the Airline Industry

Airlines have turned to twitter a real-time information network to help them connect to customers.

Jet Blue uses Twitter to make themselves available to help and show customers that Jet Blue is real people who care about customers. Twitter is used to listen -not just talk.

Southwest makes announcements on Twitter, posting pictures and videos of events. Twitter is also used to make customers aware of delays.

Pros and Cons of Twitter

Pros: Allows airlines to provide better and faster customer service.

Cons: A wide audience is reached with how and how quickly the airline responds to customer complaints and issues.

Twitter is successfully used by the airline industry to promote business and communicate with customers.

Mallory Weeks, Angie Taub, Dillon Lyalls, Kathryn Constantin, Dan Mumford