They need to dump the whole facebook, twitter, etc... They get railroaded by the worst passengers with avoidable outcomes. Their answer is always a canned "Sorry you didn't fly the friendly skies" type response that does nothing but infuriate the average consumer. On facebook, United booked a 45 min turn in ORD for a party of 20 that was on a three leg itinerary to a vacation. They missed their 2nd leg and got split up. Complete disaster ensued and we gave them a "I am sorry to hear that! Please stay in line to talk to a CSR."

Letting these poor people vent without a response would be better than a half-hearted sorry.