To handle an airline account, we need a tough person. He does not only have to be knowledgeable and social media savvy, but he also needs to be reliable and, most importantly: responsible. Tony answered every comment, question, and even complaint patiently and amicably, making the fans and followers friends with and falling in love with the account --and the man behind it, Tony. He got the fans and followers' love, respect, and sympathy, proving he was the best man for the job.