Airlines vs. the Polar Vortex: A Chilling Socially Devoted Study image

Airlines vs. the Polar Vortex: A Chilling Socially Devoted Study

To see the current state of social customer care in the US, look no further than the recent Polar Vortex. Early this January, the frosty calamity gripped most of America in its icy spell, posing a huge test for the social media teams of both airlines and airports. The awful weather conditions wreaked havoc for everyone in the industry, leaving thousands of flights cancelled, airports shut down, and many passengers confused, frustrated, and furious. But because this is 2014, instead of dialing the phone for customer service, a large number of travelers took to the web with their polar problems.

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