However, regardless of whether the crisis is something the airline did to itself , an uncontrollable natural phenomenon or a strike, there is always a need to reach large numbers of people as quickly as possible, providing information, answering their questions and avoiding the spread of false rumors.
In today’s increasingly connected world, social media has proven to be the crisis management tool, and has been used successfully by both airlines and airports in a wide range of scenarios. The reason for its effectiveness is based on two factors: the first is that it allows the kind of mass communication and information dissemination that we mentioned earlier, and the second is that they are the place where an increasing percentage of users go to complain and seek information.
At SimpliFlying we’ve accumulated a wealth of experience consulting in social-media based crisis management strategies for both airlines and airports and, as our readers will know, we have even dedicated a section of our website to this subject and created an infographic for easy reference. Today we’ve collected the best case studies on crisis management in one case-pack. Enjoy!
Planning is crucial to managing crises. Does your airline or airport team need a primer in handling crises via social media? We can help! Write to us at [email protected].
Latest posts by Marco Serusi (see all)
- Top 10 Airlines Generating Brand Goodwill on Social Media - November 27, 2013
- “So what exactly do you do again?” Marco Serusi looks back at 2 years with SimpliFlying - November 14, 2013
- [Presentation] How the Connected Traveller is Changing the Airline Business — SITA Europe Aviation ICT Forum 2013 - October 22, 2013