Future of social media in travel – Four key predictions. Presentation from #SMtravel14

Future of social media in travel – Four key predictions. Presentation from #SMtravel14

I had the opportunity today to deliver an opening keynote presentation at the Eyefortravel Social Media in Travel Summit in San Francisco. I had the pleasure of sharing the stage with Google, Twitter and Sabre. The focus presentation was to provide an industry outlook into where social media is heading for the travel industry. Specifically,

Ethiopian Airlines Hijacking to Geneva – Lessons in social media crisis management #ET702

Ethiopian Airlines Hijacking to Geneva – Lessons in social media crisis management #ET702

On February 17, 2014, as Ethiopian Airlines flight ET702 flew past its scheduled destination of Rome, aviation experts and novices alike started sharing information online at the speed of light. It didn’t help that the airplane started “squawking 7500″, aviation radio-speak for a hijacking alert. Once the aircraft had landed — with only 10 minutes

Singapore Airlines A380 Emergency Landing in Baku: Analyzing user behavior on social media, and how to deal with a crisis

Singapore Airlines A380 Emergency Landing in Baku: Analyzing user behavior on social media, and how to deal with a crisis

On the 6th of January 2014, a Singapore Airlines A380 was diverted to Baku, Azerbaijan due to a pressurization problem that caused an emergency descent and a lengthy wait at the airport for the passengers. A comment on a popular aviation forum about the incident cheekily outlined the steps pilots take during an emergency: 1.

[Presentation] How to Adapt to the Connected Traveller and Drive Results #smasia

[Presentation] How to Adapt to the Connected Traveller and Drive Results #smasia

I delivered a brief keynote on the advent of the Connected Traveller and how the travel landscape must evolve at Eyefortravel’s Social Media and Mobile in Travel Asia 2013 conference in Hong Kong yesterday. I touched upon the following key points: An all-new travel landscape where travellers are increasingly connected to each other, and expect

Thai Airways logo cover-up after Flight TG 679 runway accident in Bangkok — pointless in the Instagram age

Thai Airways logo cover-up after Flight TG 679 runway accident in Bangkok — pointless in the Instagram age

Last Sunday night, a Thai Airways Airbus A330 landing in Bangkok went wrong when the nose gear collapsed and the plane skid off the runway. Fortunately, only 14 people received minor injuries. Overall, Thai Airways did a good job of keeping the passengers, their relatives and media up to date with the latest information, online

Three ways airline marketing changed forever after a man spent $1000 on a promoted tweet when British Airways lost his bag

Three ways airline marketing changed forever after a man spent $1000 on a promoted tweet when British Airways lost his bag

Yesterday, airline marketing and customer service changed — arguably irreversibly — after a man spent a whopping $1000 on buying a Promoted Tweet to seek British Airways’ (and the world’s) attention, when they lost his dad’s bag. Airlines losing bags is not a new phenomenon. Neither is customers venting their frustration online. What’s new is

Disgruntled Passenger 2.0: Buys a promoted tweet against British Airways for losing bags. Airline customer service has changed.

Disgruntled Passenger 2.0: Buys a promoted tweet against British Airways for losing bags. Airline customer service has changed.

Today, the connected traveller has the same tools as the airline. And is probably better at using them too! Just last month, British Airways warmed our hearts with their Youtube campaign, Visit Mum, which went viral. But one-way marketing can only go so far. Social media has now come back to bite them. It’s not

Nairobi Jomo Kenyatta International Airport Fire: Crisis Management 2.0 Case Study and Analysis #JKIA #JKIAfire

Nairobi Jomo Kenyatta International Airport Fire: Crisis Management 2.0 Case Study and Analysis #JKIA #JKIAfire

In early August 2013, a major fire broke out at one of Africa’s most important international airports Nairobi’s Jomo Kenyatta, causing the closure of the airport and severe damage to the terminal.  Due to a slow response by the emergency services, the airport was severely damaged and much of the terminal destroyed. Fortunately, there were

Customer Service 2.0: How KLM could have averted the escalation of a delicate situation with Filipino teenager Arjean

Customer Service 2.0: How KLM could have averted the escalation of a delicate situation with Filipino teenager Arjean

As United Airlines famously discovered  during the “United Breaks Guitars” incident, social media can often magnify issues that may otherwise have gone unnoticed by those not directly affected. When this happens, it is often due to a series of social factors that combine to give the event a viral reach. For customer service related issues,

Boeing’s 787 Dreamliner Flight Tracker Program aims to rebuild brand trust (and has some neat features!)

Boeing’s 787 Dreamliner Flight Tracker Program aims to rebuild brand trust (and has some neat features!)

What would you do if your latest product release gets a recall due to safety reasons, and you then need to restore trust after fixing things up? Well, if you’re Boeing, and the product that you need to build more brand trust around is the 787 Dreamliner, you’d launch a real-time flight tracker of all

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