In the year since the biggest disruption to European air traffic since World War II, KLM has defined new job roles, reorganized its marketing and service functions to support social media and launched a Social Media Hub to handle all incoming requests.

FORBES: Written by Alex Dayon

The real problem is an antiquated air-traffic control system "that is essentially based on World War II-era technology, " says Victoria Day, a spokeswoman with the Air Transport Association, the industry's lobby group.

NPR: Attention, Airlines: This Is Your Passenger Speaking