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Here's a story of social media success and corporate incompetence:

I booked a flight with American Airlines last month. Early in January, plans changed and I had to get it rescheduled. AA's site, which is supposed to do this for you when requested, did nothing except sputter out error messages while warning me that I'd have to pay $150. I'm annoyed enough that changing a flight date should cost $150 in an age where every damn booking is automated, but that's another problem entirely. I tried this on Chrome, on Firefox, and on IE, and all three gave me error messages.

I emailed AA with my problem, but that didn't make me feel any better. So I went to Twitter and vented my frustrations. One of my coworkers suggested I tweet at AA directly, so I did.

Long story short, after a few back-and-forths, my flight was rebooked an hour later to the proper date and time, and they were even nice enough to give me the window seats in the back that I like. All of this happened on January 8th.

I just got an email back from AA this afternoon. It says, and I'm paraphrasing here, "I'm sorry we are so slow and useless, but we can't do anything useful. By the way, have you tried deleting your cookies?"

If everyone who worked at American Airlines were as good at their jobs as the social media team, it wouldn't go bankrupt all the time.
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