I -LOVE- AA's response on Facebook.
When Maya held an open forum on Milepoint, I asked if AA would truly engage in social media (Facebook, Twitter, frequent flyer boards) like other airlines had been doing (because, let's face it... they hadn't been at the time. The posts used to be 1-way "PR" messages). Today's response on Facebook is exactly what I had in mind - an ENGAGED airline, communicating with its passengers (and followers). Not only do I like the method of response, but I like the content as well.
WELL DONE, AA! ^