Actually Twitter is mostly used to send information. Facebook is used to interact with the customer. Both platforms offer the opportunity to exchange information in a private manner.

My guess is that a lot of the 'experts' here have little experience with social as a customer service instrument. It may be a bit long to fully explain but the idea is to create a flow of information to/from the customer and select which 'incidents' need to be taken care of individually (as you will see happen on the KLM FB page) and which can actually be resolved by the 'crowd' like we do here. This way you can focus your (limited) human resources on real problems.

It is funny that the people who are most critical are also those who think that FT is very useful. FT is in essence no different from FB. A community of people discussing topics, helping each other out and a (in our case a very limited) way to interact with the company we are interested in. How is that different from KLM's FB page? Only because BA did not start it?

shorthauldad: KLM already had several initiatives on FB that went (almost) viral. No need for naked cabin crew.