Twitter nets wheelchair user faster help from JetBlue

A nugget from a USA Today story:

"We consider our Twitter account akin to an information booth," says Morgan Johnston, JetBlue's manager of corporate communication. "Responding to situations after they've happened is a great idea, responding to situations while they're happening is even better."

JetBlue frequently responds to tweets by directing people to tools already available for their use such as flight status updates and weather alerts. But oftentimes, Twitter gets much more personal.

In late November, a Twitter user updated her status announcing that she needed a
wheelchair for a JetBlue flight. Before customer service got to her, Johnston saw the tweet and hooked her up with someone at the airport who was able to offer assistance in less than 10 minutes. Similarly, after noticing several tweets about an understaffed check-in counter, Johnston contacted the team in that city and let the users know help was on the way.