She had rescheduled a flight from Washington to Los Angeles on Virgin America to avoid superstorm Sandy, which was about to slam into the East Coast. But she couldn't order a wheelchair. “I had been on the phone on hold with Virgin America for well over an hour,” she remembers. Halfway to the airport, she decided to send Virgin America a tweet. It worked.

United reveals new United Club, Southwest to introduce no-show fee, new radar for ground vehicles at Logan