News from Travel Technology Update: If you disappoint your passengers, "it will be public, and it will live forever," Forrester Research analyst Henry Harteveldt said at the recent SITA IT Summit in Cannes, France. Harteveldt was talking about social media phenomena such as Facebook, YouTube, Flickr and Twitter, which allow travelers to broadcast their experiences immediately to hundreds, thousands, even millions of people. The reality of social media is that airlines must treat their ...

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