American Airlines relied on social media during outage

During an hours long computer outage, the airline posted frequent updates on Facebook and Twitter. Too bad no one told that to the employees in the airport. 

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As the airline suffered a nationwide computer outage on Tuesday, social media became the go-to source for information on the carrier’s progress. The company tweeted updates about the outage, and responded to voluminous tweets from customers, resolving issues and wishing passengers safe travels.

It also posted frequent updates on its Facebook page during the ordeal, including an apology once the matter was resolved later in the afternoon.

“We apologize to our customers and our people for this inconvenience,” the company said.

According to The New York Times, more than 400 flights were canceled and “scores more” delayed due to a glitch with the airline’s computers.

The efforts on social media and on the ground won praise from a number of passengers posting to social media. One Facebook commenter wrote:

“Our Captain has been great. Walking the aisle apologizing. Giving us updates often. Just said the system was back up. Now will just have to get in line with all the other flights leaving at the same time.”

Far from perfect

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