Angry about delays, lost luggage? Text your airline

Some carriers see the ubiquitous phone chat as a key to better customer service

Our perpetual smartphone texting is strictly personal: Friends, family, and maybe an ex. We almost never text the myriad businesses we patronise in daily life, though some of them are starting to text us.
 
Now, airlines — an industry not known for stellar customer interactions — are joining the party, and not just to break the bad news about your flight. They’re inviting you to ask questions, and maybe even complain.
 
Two airlines have dipped their wings into the waters of two-way texting. Hawaiian Holdings Inc’s Hawaiian Airlines is adding the feature while JetBlue Airways Corp took a stake in a software