What Success Are Airlines Having With Social Media?
Airlines know where to look to find out how an airline is doing, and they know what to do if an airline doesn’t come up to scratch.
From delayed flights to rude staff to food that tastes like plastic – if an airline commits a faux pas, social media is sure to be buzzing within minutes.
So how can airlines turn that to their advantage?
Jetblue Shows Customers They Care
Jetblue is ahead of the game when it comes to airlines online.
By using social media to make dreams come true (no, seriously) and respond to customers’ needs, Jetblue shows how airlines can use social media to make a customer feel valued.
So how did an airline make a dream come true?
When a longtime New York Jets fan tweeted Jetblue to ask if he could fly in their Jets-themed plane on a flight home to New York, Jetblue sent the tweet to the top levels of the organization, who made it happen. This personal touch is a sure way to make them seem accessible.
Jetblue also harnessed the power of Twitter to make it easy for passengers to re-book canceled flights and find last minute flight deals (named Cheeps, what else). They look caring and professional, and life is easier for the customer. Now that’s a win-win situation.
KLM Makes Flying Fun
Dutch airline KLM has run some highly successful social media campaigns, upping the fun factor while raising their brand awareness.
From using social media profiles to surprise customers with personalized gifts at the airport, to running a Twitter “guess the city” contest for free flight tickets, KLM has found several creative ways to use social media.
The company’s “Tile and Inspire” Facebook campaign asked followers to get creative and turn their profile picture into an inspirational delft tile complete with motto.
A plane was adorned with the best tiles and flown around the world. KLM’s approach makes flying fun, and gets the customer directly involved with the airline for a more personal experience.
American Airlines Gives Customer Service 24/7
When it comes to being helpful in 140 characters or less, American Airlines are unbeatable.
With a dedicated team of people ready at any hour of the day or night, customers can expect a response to any flight-related problem they tweet. Whatever the travel issue, American Airlines aims to resolve it quickly.
This dedication goes beyond responding to direct tweets. American Airlines monitors the eponymous hashtag for any complaints, directly engaging the dissatisfied flyer with the hope of making amends. A proactive approach and 24/7 dedication to their cause are a winning customer service combination.
Lufthansa Knows Their Meme
Love them or hate them, memes are part of internet life.
German airline Lufthansa showed their social media credentials by incorporating planking (the practice of lying flat in various locations) into their commercial for their adjustable business class seats. Viewers were treated to a montage of people lying flat on parking lots, escalators and even windows to showcase Lufthansa’s lie flat business class seats.
With the tagline “because people like lying down”, Lufthansa provided an inspiring example of how an airline can mesh business class luxury with a definite sense of having their finger on the pulse.
These airlines show how well thought out use of social media can boost their image as modern, caring, accessible companies who care about each and every one of their customers.
The social media age is here to stay – and airlines are embracing that to positive effect to keep their brand perceptions flying high.
About the Author: Tristan Anwyn is an author who writes on subjects as diverse as health, marketing, best accounting software, and SEO.
Image Credit: air.
Posted in Social Networking. Tags: airlines, social media promotions, social media success
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