Okay, I have to say, I just had a pretty great experience dealing with the folks of @DeltaAssist, the Twitter-based customer service arm of Delta Airlines. I needed some information on some trips I took earlier in the year, for tax purposes, and I was on a deadline. I really didn’t expect to get what I wanted in the timeframe I needed it. But my tweet was answered almost immediately by the very pleasant ‘Winston G’, who then was able to un-archive the details I needed and send me copies via email – all within about 15 minutes! Meanwhile, I was working online – no downtime – and I could see that @DeltaAssist was busily helping other folks who had missed flights, or gotten stranded due to weather. I was very pleasantly surprised. Thanks @DeltaAssist!