FILE - In this Wednesday, Oct. 26, 2016, file photo, JetBlue Airways ticket agents assist passengers at the ticket counter at Tampa International Airport in Tampa, Fla. Dozens of companies, including JetBlue, have announced they are giving their employees bonuses, following the passage of the Republican tax plan that President Donald Trump signed into law in December 2017. (AP Photo/Chris O'Meara, File)
As everyone learned when a passenger was forcibly removed from a United Express flight, social media and the ubiquity of mobile phone cameras have shifted the ground rules for airline customer service. The best and worst corporate interactions speed across the Internet, with potentially dire results for corporate targets of public anger.
For air carriers in particular, “the world changed” last April after the Chicago dragging incident, Oscar Munoz, chief executive of United Continental Holdings Inc, said in a June talk at the Wings Club in Manhattan. This new reality is largely the reason so many airlines now staff social media departments around the clock, offering customers quick service while monitoring Internet chatter for potential trouble, celebrity tweets and video snippets that could go viral.
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