When I was transiting through Frankfurt this summer, I tweeted from the airport that I was waiting at a Lufthansa gate and that I needed caffeine to wake me up. Almost immediately, a Lufthansa representative tweeted back with a list of coffee spots around my gate and thanked me for flying Lufthansa.
Somehow this made me smile. Knowing that someone out there is listening makes a big difference. It delights you.
Apparently, KLM tried to move this concept a bit further last year and decided to take advantage of social media to make their passengers a bit happier by surprising them with a gift. A tweet can surely go a long way!