Airlines are able to deal more efficiently with disruptions in scheduling thanks to the social media revolution. Most passengers possess smartphones and endless apps so, ideally, keeping travelers apprised (and sanguine) about delays is easy to accomplish. But this can be a double-edged sword. “It’s really been in the last 5-7 years that smartphones have become so ubiquitous,” says Ilia Kostov, chief commercial officer of airline information technology for North America at ...

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