Airlines turn to social media to address traveler issues

06/28/2013 | CNN

Airlines are turning to social media platforms such as Twitter to address customer concerns. "If there's a direct question, we try to respond within 15 minutes, and more often, it's under five minutes," said Morgan Johnston, JetBlue's corporate communications manager and social media strategist. "This is real-time media. If I'm a customer, I can get out four tweets in five minutes."

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