According to CNN, airlines are grasping the benefits of social networks. Some of the more progressive carriers are actually reaching out to disgruntled travelers — in an effort to diffuse grumpy passengers who are using tweets and status updates to smear the brand.
Some of these folks are even getting discounts.
Wouldn’t you love to see the look on someone’s face when they realize they just got an immediate reply to their 140-character rant — from a representative of the airline they just ripped a new one?
