Got a complaint? Southwest Airlines' new social media hub is listening

A thunderstorm is raging outside, delaying flights and keeping travelers stranded at the airport. When will the plane take off? Will I miss my connecting flight? What about my baggage? Will I need a hotel tonight and will the airline pay for that? These days, customers will take their complaints to social media, blasting companies in public if there’s a complication, disruption or bad experience, especially if they don't get answers right away...