Delta Monitors Twitter to Remedy Customer Complaints

August 16, 2010  |  

(Businessweek) — Mike Brice skipped the queue at the Delta Air Lines Inc. (DAL) ticket counter and dashed off a post on Twitter Inc.when he missed his Atlanta connection en route home to Utah from South Carolina. Within minutes, the 40-year-old communications consultant had been rebooked for the following morning by an agent on the Delta team that uses Twitter to remedy passengers’ real-time complaints—changing flights, finding lost luggage, or sharing details on weather delays.

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