The Evil Face of Social Media Marketing: 3 Lessons on How to Respond to Airline Crises for Content Managers

The Evil Face of Social Media Marketing: 3 Lessons on How to Respond to Airline Crises for Content Managers

This is Part 1 of a 2-part series on how to respond to crises on social media. The first part is addressed to marketers; the second will be addressed to audiences.  Social media is the first source of information people turn to during crisis. Such a scenario makes it necessary for both active content-creators and

Should social media dictate HR policies? Lessons from Air Canada and American Airlines

Should social media dictate HR policies? Lessons from Air Canada and American Airlines

Two major incidents flared up in the last few days, in the world of airline marketing. Let me first share a quick overview of what happened. To fire, or not to fire? The American Airlines way Last week, US Airways tweeted out possibly the most lewd image ever sent out from a corporate account. For the

Air Canada baggage toss video requires deeper thinking about passenger experience #paxEx

Air Canada baggage toss video requires deeper thinking about passenger experience #paxEx

Darren Van Slyke is an Air Canada million miler, and a fan of the airline. On April 17, 2014, he was traveling from Toronto to Vancouver, on the airline’s brand new Boeing 777. Seated next to him was Dwayne Stewart. Both of them were in Premium Economy. As they waited for boarding to be completed,

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

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