I'm pretty active on Facebook, but I wouldn't trust it with anything financial, and I won't be booking any airline tickets via Facebook. I just feel that with very few exceptions, anywhere a company can get its name/brand/product out into view is a good place. Facebook is totally free advertising. A company like Delta can put up photos/videos of new products or new seats, and entice potential passengers into paying a few bucks more for the product they've seen on Facebook. Facebook is also a place where a customer care agent can engage a customer about a service issue. I've not written on Deltas Facebook wall, and I don't have a Twitter account, but many passengers have posted issues on Deltas Facebook page, and seem to have gotten them resolved alot quicker than via email