I frequently tweet at airlines when I travel. They’ve never bent space and time to solve a problem, but they have followed up on several occasions to make a situation better when I’d otherwise just be frustrated and unhappy. I’ve also had them better explain a policy or process so I could better understand how to plan on the future.<p>I’ve found that including a photo or even a short video gets the quickest attention.
Nice story, great to see what can happen when staff is empowered to focus on positive outcomes.<p>I should have had Always Look on the Bright Side of Life playing whilst reading that!