Consulting / MasterClasses / Speaking / Partners / Products

Simpliflying is changing the way airlines do business. We help airlines engage customers better and boost profitability. With over 25 airlines and airports, across 5 continents, we know what works.

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Consulting

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Our strategy consulting expertise lies in helping our clients develop strategies that are keenly attuned to the new dynamics of engaging today’s Connected Traveler profitably. We’ve helped our clients develop innovative ways – including a couple of World’s Firsts – to drive business objectives.

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MasterClasses

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SimpliFlying MasterClasses are training modules tailored to your needs. Whether you’re a beginner or an advanced practitioner looking to drive specific business goals, we offer hands-on, case-study intensive courses that your airline or airport will find indispensable.

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Speaking

Our consultants are globally sought-after for delivering keynotes and appearing on panels that help the aviation industry understand and embrace the new dynamics fueling an evolutionary genre of marketing, service, and influence.

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Partners

From scalable social customer service solutions, to advanced analytics software that helps you monitor your social presence while benchmarking yourself against competition, we partner with the best in the industry.

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Products

Apart from partnering with great solution-providers, SimpliFlying offers its proprietary ROI Dashboards for airlines to measure the success of their social campaigns as well as Benchmarking Reports in partnership with airlinetrends.com.

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Testimonials

IATA "[Working with SimpliFlying] has expanded our minds, opened our eyes and showed us what to do in concrete, practical, and tangible terms. We see the benefits not only to ourselves but to our members as well." - Maurizio Anichini, Head of Training, IATA
LAN Airlines"SimpliFlying has a great balance - providing strategic insights and directions while maintaining a down-to-earth attitude in guiding LAN in strategy implementation. Justifying our investment to senior management was not difficult." - Karen Bates, Global Online Marketing, LAN Airlines
Lufthansa"The SimpliFlying MasterClass was a combination of trends and insights from the industry, as well as tailor-made topics designed to help Lufthansa progress to the next level of customer engagement. By having every management level participate, Lufthansa achieved great results in regards to 'social status' and loyalty, which was one of the key topics." - Nicola Lange, Director Marketing & Customer Relations, The Americas, Lufthansa
Estonian Air"At Estonian Air, we always look for partners who can bring innovation and good ideas, with the ability to execute. With Simpliflying, we get exactly that." - Tero Taskila, CEO, Estonian Air

Our Clients

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Up
16 '11 Jun

Delta airlines excess baggage policy for US soldiers. Did they do a good job managing the crisis?

by // June 16, 2011 // 0 responses
Delta Airlines landed in some hot soup early June 2011 when they charged $2800 to US soldiers returning from a mission, for excess bags. According to policy, three bags are allowed to be checked in free for soldiers traveling Economy Class, and the fourth bag for each of the 34 soldiers had to be checked-in.

While the soldiers would have been re-imbursed the amount, the charges obviously upset them and they posted a video on Youtube shot in-flight, which hit 200,000 views in a few hours. The issue was covered on mainstream media, and received an angry emotional outburst from thousands over Twitter and community forums.
In the end, Delta Airlines relented by posting on their blog that the charges will be refunded and policy changed. They still kept getting angry comments on their blog.

So we’ve now done an independent analysis of the situation, mentioning the key facts, analyzing the tweets (using a cool sentiment analysis tool). We also assessed Delta’s response to the crises management framework we released after the ashcloud last year. And we’ve shared it all in the slide deck below for your benefit.

How do you think Delta did? There have been criticisms in some circles that the airline shouldn’t have relented. Would they have changed the policy if the emotional outburst was not on Twitter? Would they do this for other things as well?
We’d love to hear your comments. So let’s discuss here and on Twitter (@simpliflying)

Shashank Nigam

Shashank Nigam

CEO at SimpliFlying
Shashank Nigam is the CEO of SimpliFlying and a globally sought-after consultant, speaker and thought-leader on airline branding and customer engagement strategy. He is also the youngest winner of the Global Brand Leadership Award and has addressed senior aviation executives globally, from Chile to Canada and from Sydney to San Francisco.

Shashank's perspectives have found their way into major media outlets, including CNN Travel, CNBC, MSNBC, Bloomberg UTV, Mashable and in leading publications like Airline Business, ATW, Aviation Week, and others.

Shashank studied Information Systems Management and Business Management at Singapore Management University and Carnegie Mellon University. Hailing from India, he splits his time between Singapore and Vancouver, among other cities.
Shashank Nigam

@simpliflying

Shashank Nigam
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