Your plane is on the Sydney airport tarmac in line for takeoff. You look out of the window and spot another aircraft, apparently stalled mid-runway. You fire up your phone and tweet in frustration: “Stuck behind disabled plane in Sydney. Melbourne seems many hours away. #Qantas”
In Qantas Integrated Ops, they’re monitoring the twitter feed for aviation news and will hop into the conversation: “Just waiting for an incoming flight to clear. We’ll have you in the air in five minutes.” Soothed by social media, you open the newspaper. There’s nothing like knowing what’s going on.