Social Media is taking off in a big way – particularly in how Airline companies are using it to improve customer service. What used to be hidden concerns from disgruntled customers are now turning up online through social media channels like Facebook and Twitter. Airline companies, like many companies through-out the world are benefiting from social media in the sense that we can now respond to these concerns before they escalate.

According to Porter Gale of Virgin America, “Virgin America’s social media marketing has redefined how people look at branding. In an industry where consumers feel “nickel and dimed” at every turn, where travellers are weary and tired, and where cost is the bottom line, Virgin has made a huge name for themselves.

Why? Because they care. Because they listen to their clients. Because they do things a little bit better than the other guy.” – via Inman News

Take a look at this info graph provided by Mashable – we may all want to take similar cues in our social media like these airlines have.