On the day after Christmas 2010, a blizzard dumped up to 32 inches of snow up and down the Northeastern seaboard. Chaos ensued with the streets of Manhattan becoming paralyzed by five-foot snowdrifts and thousands of passengers were stranded at JFK Airport. With airline phone lines overwhelmed by the call volume, many disgruntled flyers took to Twitter to ask for help rebooking flights or to complain about their situation. Under the hashtag #Snowmageddon, many airlines took a PR beating for not being more responsive during the crisis.
Learn how Virgin America’s small social team was able to avert this social media crisis.