Airlines hope to find friendly skies in social media

07/29/2009 | NYTimes.com

Airlines are using social media to build stronger links with travelers as a means of forestalling complaints over services issues and responding to problems that gain wide circulation via Twitter, Facebook or YouTube. United Airlines, for example, chose to respond via Twitter to "United Breaks Guitars," a viral clip by a Canadian musician who claims the airline damaged his guitar, which has garnered more than 4.4 million hits.

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