I have to say that my latest experience of the twitter team was very good. I had a question about seating policy when travelling with a 5 & 7 yr old in J (don't groan, they're good kids). After failing to deliver the response in 140 characters, they called me and spent a good deal of time assuaging my fears. I was really quite impressed that they took the time to even do that. Chapeau, and I was happy to publicly acknowledge it on twitter.