You mean BA's strategy? What a surprise that you think BA are right.
No I don't think that at all.
I just feel the importance of communicating to customers through Twitter and Facebook is being exaggerated especially by henkybaby who seems to be judging how successful it is by the number of Likes they are getting.
Of course I'm old enough to remember when telegrams were used for urgent communication so it probably isn't surprising I find it all a bit strange.