Is their attitude towards customers and the general apathty towards decent customer service, borne out of the lack of competition?
Would Tesco or Sainsburys manage their page like GNE do with regard to complaints, queries or trolls?
If they did, then I'm pretty sure customers would go elsewhere.
East Coast was mentioned earlier, their attitude to social media is great. Even the world famous response during the flooding last year, gained them publicity - although I believe the person at the time was later fired for the comments.
Here are some great examples of pr (some better than others) from corporate twitter accounts. www.thedrum.com/news/2012/10/10/wednesday-weirdness-best-examples-customer-service-twitter-o2-sainsbury-s-east-coast
RE: Anything and Everything :)