9/5/2013

Air Berlin's Twitter and Facebook feeds are stuffed with irate customers complaining about lost luggage, drunken baggage handlers, thieving air hostesses and lackluster customer service. The airline's still-unfolding PR meltdown is a reminder that "it's when businesses try to burnish their images by turning to Twitter and Facebook ... that they most risk losing control of their brand," writes Katy Waldman.

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