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

A Statistical Analysis of How American Airlines is Mastering Customer Service on Twitter

A Statistical Analysis of How American Airlines is Mastering Customer Service on Twitter

Editor’s Note: This is a guest post by Martin Daniel of Unmetric, an exclusive aviation partner of SimpliFlying. Unmetric is a social media benchmarking company that helps brands analyse how well they’re doing on social media by including in-depth insights into numerous metrics as well as information on what kind of content “works” and how competitors are faring. Among

[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

Eindhoven Airport joins 16 airports on Google Indoor Streetview

Eindhoven Airport joins 16 airports on Google Indoor Streetview

  With the rise of ‘hypermobile’ connected travellers and the fact that for the most, foreign airports can often be confusing places to find your way around, Google yesterday launched an interactive map featuring Street Views of over 65 mass-transit hubs (including train stations). Google has added 16 international airports to it Indoor Street View,

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

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,

Asiana Airlines Crash Crisis Management 2.0 — Case Study and Analysis

Asiana Airlines Crash Crisis Management 2.0 — Case Study and Analysis

My wife is a big fan of Sheryl Sandberg, the Facebook COO. As she was browsing Facebook on her mobile yesterday, she exclaimed to me that Sheryl had almost boarded an Asiana flight that crashed in San Francisco. Upon hearing this, I quickly logged on to Twitter, and instinctively searched #SFOcrash. And there it was,

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