instead of responding to his Twitter outburst Delta said they were in the midst of developing their social media policies for Twitter. Their refusal to respond to an unhappy passenger and participate in the online discussion was a basic mistake, especially when there were so many negative comments posted in response to Azula's story according travel blogger Chris Elliot. The value of Twitter lies in the ability to respond fo problems immediately and communicate quickly with customer, however, it only works when you participate in your end of the conversation.