"We're busier when there's nothing going on because we are constantly preparing and altering our contingency plans to address things that could happen."
With Wi-Fi now available on Southwest planes, social media users are reporting crises before the official Southwest dispatch channel can. For instance, when a hole popped open in the fuselage of a plane going from Phoenix to Sacramento, Calif., the first tweet about it was online within nine minutes. Dispatch didn't report it until about 20 minutes later.Luckily, Southwest's social media team monitors social channels incessantly. The airline is even building a command station it's planning to dub "The Listening Post." That's how Southwest was able to pull together a blog post about the situation—the plane made an emergency landing in Yuma, Ariz., within two hours of the emergency.
Read more here
