Comments for SimpliFlying http://simpliflying.com Helping airlines & airports engage travelers, profitably Sun, 22 Apr 2012 04:02:10 +0000 hourly 1 Comment on Royal Brunei Airlines emergency landing of flight BI098 – SimpliBrilliant Crises Management in the digital age by Royal Brunei Airlines http://simpliflying.com/2012/royal-brunei-airlines-emergency-landing-of-flight-bi098-simplibrilliant-crises-management-in-the-digital-age/comment-page-1/#comment-23931 Royal Brunei Airlines Sun, 22 Apr 2012 04:02:10 +0000 http://simpliflying.com/?p=6929#comment-23931 Dear Mr Rodgers, We appreciate that social media is only one method to communicate to passengers in times of crisis. In respect of this incident, lessons have been learnt and your points have been noted. We reiterate that it is not our policy to remove our passengers comments on our social media channels. Free wifi (plus meals and laundry) were provided at both The Lalit in Mumbai, and The Empire in Brunei. We are expecting claims for telephone/roaming charges for those passengers who used their own telephones during the time at Mumbai Airport. Yours sincerely. Royal Brunei Airlines Dear Mr Rodgers,

We appreciate that social media is only one method to communicate to passengers in times of crisis. In respect of this incident, lessons have been learnt and your points have been noted.

We reiterate that it is not our policy to remove our passengers comments on our social media channels. Free wifi (plus meals and laundry) were provided at both The Lalit in Mumbai, and The Empire in Brunei. We are expecting claims for telephone/roaming charges for those passengers who used their own telephones during the time at Mumbai Airport.

Yours sincerely.

Royal Brunei Airlines

]]> Comment on Why Skytrax is dead [Plus: 7 insights into the future of airline brand ratings] by Del to ORD - Emirates or United - Page 2 - FlyerTalk Forums http://simpliflying.com/2011/why-skytrax-is-dead-plus-7-insights-into-the-future-of-airline-brand-ratings/comment-page-1/#comment-23890 Del to ORD - Emirates or United - Page 2 - FlyerTalk Forums Sat, 21 Apr 2012 14:20:06 +0000 http://simpliflying.com/?p=3312#comment-23890 [...] Simpliflying (airline marketing company), wrote a great piece on SkyTrax a few months ago... http://simpliflying.com/2011/why-sky...brand-ratings/ __________________ Editor of [...] [...] Simpliflying (airline marketing company), wrote a great piece on SkyTrax a few months ago… http://simpliflying.com/2011/why-sky…brand-ratings/ __________________ Editor of [...]

]]> Comment on Royal Brunei Airlines emergency landing of flight BI098 – SimpliBrilliant Crises Management in the digital age by Shashank Nigam http://simpliflying.com/2012/royal-brunei-airlines-emergency-landing-of-flight-bi098-simplibrilliant-crises-management-in-the-digital-age/comment-page-1/#comment-23809 Shashank Nigam Fri, 20 Apr 2012 09:39:56 +0000 http://simpliflying.com/?p=6929#comment-23809 Hi John - thanks for sharing your perspective. Our analysis was based on the responses seen on social media (as seen in the screenshots), independently. And there was evidence of passengers and their relatives interacting with one another. RBA had posts on Facebook detailing that all passengers were given free wifi and buffet dinner and breakfast. Hence, I'm surprised to hear your account. Thanks for adding perspective to the situation, and I'd leave it to the airline to clarify. Hi John – thanks for sharing your perspective. Our analysis was based on the responses seen on social media (as seen in the screenshots), independently. And there was evidence of passengers and their relatives interacting with one another.

RBA had posts on Facebook detailing that all passengers were given free wifi and buffet dinner and breakfast. Hence, I’m surprised to hear your account. Thanks for adding perspective to the situation, and I’d leave it to the airline to clarify.

]]> Comment on Kingfisher Airlines and the Power of Influencer Outreach Marketing by Rao http://simpliflying.com/2012/kingfisher-airlines-and-the-power-of-influencer-outreach-marketing/comment-page-1/#comment-23807 Rao Fri, 20 Apr 2012 09:20:21 +0000 http://simpliflying.com/?p=6960#comment-23807 This is all very well and no doubt they have great staff and customer service. Trouble is there is a cost to everything and as in any business, if that is not covered the business bleeds. Clearly KFA was not a sustainable model as revenues did not match costs. So the lesson here is that you cannot build a brand at any cost the business must be profitable. This is all very well and no doubt they have great staff and customer service. Trouble is there is a cost to everything and as in any business, if that is not covered the business bleeds. Clearly KFA was not a sustainable model as revenues did not match costs. So the lesson here is that you cannot build a brand at any cost the business must be profitable.

]]> Comment on Royal Brunei Airlines emergency landing of flight BI098 – SimpliBrilliant Crises Management in the digital age by John Rodgers http://simpliflying.com/2012/royal-brunei-airlines-emergency-landing-of-flight-bi098-simplibrilliant-crises-management-in-the-digital-age/comment-page-1/#comment-23805 John Rodgers Fri, 20 Apr 2012 09:12:42 +0000 http://simpliflying.com/?p=6929#comment-23805 I was one of the passengers on that flight and can assure you that your praise for the airline is unjustified. I and the other 195 passengers where left stranded and disowned by the crew. I am disgusted that you are able to report on this incident in such a positive way. The persons that where using social media to report false accounts should be held accountable. Few of the stranded passengers had any means to access this social media and those that did was at there own data roaming high costs. As passengers we tried several times to explain that the airline was giving false information but our comments were removed. How's that flawless crisis management. I found the crew having a KFC, 8 hours after we landed whilst all the passengers where left to fend for themselves without as much as a single word from anyone including the crew. This is not the end of my attempt to out the real events of Flight BI098. That is unless all websites continue to remove blogs I was one of the passengers on that flight and can assure you that your praise for the airline is unjustified. I and the other 195 passengers where left stranded and disowned by the crew. I am disgusted that you are able to report on this incident in such a positive way. The persons that where using social media to report false accounts should be held accountable. Few of the stranded passengers had any means to access this social media and those that did was at there own data roaming high costs. As passengers we tried several times to explain that the airline was giving false information but our comments were removed. How’s that flawless crisis management. I found the crew having a KFC, 8 hours after we landed whilst all the passengers where left to fend for themselves without as much as a single word from anyone including the crew. This is not the end of my attempt to out the real events of Flight BI098. That is unless all websites continue to remove blogs

]]> Comment on Kingfisher Airlines and the Power of Influencer Outreach Marketing by Jenn Seeley http://simpliflying.com/2012/kingfisher-airlines-and-the-power-of-influencer-outreach-marketing/comment-page-1/#comment-23755 Jenn Seeley Thu, 19 Apr 2012 13:12:02 +0000 http://simpliflying.com/?p=6960#comment-23755 Awesome experiences! Thank you for sharing with us, Arun! I have two thoughts as a result of the post. 1) knowing 'who' is posting is important, and brands should take Kingfisher's lead and ensure they're doing this, too. 2) The cost of making you smile and taking time to get to know you pales in comparison to the FREE PR you've given in exchange. Kingfisher came out on top, and so did their happy customer! Jenn Seeley Community Engagement, Radian6 Awesome experiences! Thank you for sharing with us, Arun! I have two thoughts as a result of the post. 1) knowing ‘who’ is posting is important, and brands should take Kingfisher’s lead and ensure they’re doing this, too. 2) The cost of making you smile and taking time to get to know you pales in comparison to the FREE PR you’ve given in exchange. Kingfisher came out on top, and so did their happy customer!

Jenn Seeley
Community Engagement, Radian6

]]> Comment on Kingfisher Airlines and the Power of Influencer Outreach Marketing by Vimal K Rai http://simpliflying.com/2012/kingfisher-airlines-and-the-power-of-influencer-outreach-marketing/comment-page-1/#comment-23723 Vimal K Rai Thu, 19 Apr 2012 06:18:09 +0000 http://simpliflying.com/?p=6960#comment-23723 Hi thanks for sharing. Can't help but feel, however, that IT did this with you because of your social media presence and klout :) I guess, without dismissing this entirely, and to be entirely fair, the question for airlines is one of scale: To what extent can they replicate this sort of personalization across multiple touchpoints, stations and for how many customers? The reality of it is that a lot of this personalization is manually-driven and executed. How many pax names, preferences will one crew remember on board? How many cars will they send to pick up/deliver someone on the ramp? How many gifts will they have for how many passengers? How many exemptions for lounge usage will they make for others in EY (which comes at a cost by the way...)? The point is not about technology and the extent to which it is used; the point is for most of us passengers, nothing beats the personal touch of recognition and "special treatment". So even if technology is utilised to automate many of the loyalty-based recognition elements, are we the customer going to be satisfied with a non-human channel of that recognition? The truth is that if we crave that human touch, there are costs for the airline to bear and scalability will always be the issue. Hi thanks for sharing. Can’t help but feel, however, that IT did this with you because of your social media presence and klout :) I guess, without dismissing this entirely, and to be entirely fair, the question for airlines is one of scale: To what extent can they replicate this sort of personalization across multiple touchpoints, stations and for how many customers? The reality of it is that a lot of this personalization is manually-driven and executed. How many pax names, preferences will one crew remember on board? How many cars will they send to pick up/deliver someone on the ramp? How many gifts will they have for how many passengers? How many exemptions for lounge usage will they make for others in EY (which comes at a cost by the way…)? The point is not about technology and the extent to which it is used; the point is for most of us passengers, nothing beats the personal touch of recognition and “special treatment”. So even if technology is utilised to automate many of the loyalty-based recognition elements, are we the customer going to be satisfied with a non-human channel of that recognition? The truth is that if we crave that human touch, there are costs for the airline to bear and scalability will always be the issue.

]]> Comment on Letter of Apology to the flying public, from flight attendants by Renee' http://simpliflying.com/2008/letter-of-apology-to-the-flying-public-from-flight-attendants/comment-page-1/#comment-23682 Renee' Wed, 18 Apr 2012 19:16:41 +0000 http://simpliflying.com/?p=273#comment-23682 I just wish that this could be mass produced so that the letter could be given to each and every passenger. All passengers take it personal when we ASK them to do things that are FAA directives but then they don't understand why we get mad when they don't listen after being asked 2 or 3 times. The worse part is, when we have to call a gate agent, then you want to hide and seek with the cell phone, now you want to put up the bag we asked you to put away...... if it is that much of a problem to listen to directions, then drive! You can text and drive (pay your own ticket if you are caught), you can have a drink anytime during the drive, you can stop the drive to go pee anytime you want, you can stop at the gas station for whatever snacks you want, you can control the air to the entire car, and you can take your time making you as late as you want! I just wish that this could be mass produced so that the letter could be given to each and every passenger. All passengers take it personal when we ASK them to do things that are FAA directives but then they don’t understand why we get mad when they don’t listen after being asked 2 or 3 times. The worse part is, when we have to call a gate agent, then you want to hide and seek with the cell phone, now you want to put up the bag we asked you to put away…… if it is that much of a problem to listen to directions, then drive! You can text and drive (pay your own ticket if you are caught), you can have a drink anytime during the drive, you can stop the drive to go pee anytime you want, you can stop at the gas station for whatever snacks you want, you can control the air to the entire car, and you can take your time making you as late as you want!

]]> Comment on Kingfisher Airlines and the Power of Influencer Outreach Marketing by Oussama http://simpliflying.com/2012/kingfisher-airlines-and-the-power-of-influencer-outreach-marketing/comment-page-1/#comment-23681 Oussama Wed, 18 Apr 2012 19:11:06 +0000 http://simpliflying.com/?p=6960#comment-23681 So what happened, their performance throughout the current crisis has been dismal. They had what is akin to a PR melt down. KF could not convince anyone, passengers, staff, the government, the banks or investors, of why any of them should support them. I understand that this is probably attributed to a lack of vision or strategy to resolve the situation and no amount of social media can go beyond a spin. KF had the reach nd failed to use it. So what happened, their performance throughout the current crisis has been dismal. They had what is akin to a PR melt down. KF could not convince anyone, passengers, staff, the government, the banks or investors, of why any of them should support them.
I understand that this is probably attributed to a lack of vision or strategy to resolve the situation and no amount of social media can go beyond a spin.

KF had the reach nd failed to use it.

]]> Comment on Royal Brunei Airlines emergency landing of flight BI098 – SimpliBrilliant Crises Management in the digital age by Delta Air Lines tweets the most | AirLine For Me http://simpliflying.com/2012/royal-brunei-airlines-emergency-landing-of-flight-bi098-simplibrilliant-crises-management-in-the-digital-age/comment-page-1/#comment-23532 Delta Air Lines tweets the most | AirLine For Me Tue, 17 Apr 2012 12:49:34 +0000 http://simpliflying.com/?p=6929#comment-23532 [...] Of the seven airlines, only JetBlue and Delta seemed to have 24/7 operations, SimpliFlying found. For most airlines, the Twitter support is a 12 hour operation. To look at the entire study, click here. [...] [...] Of the seven airlines, only JetBlue and Delta seemed to have 24/7 operations, SimpliFlying found. For most airlines, the Twitter support is a 12 hour operation. To look at the entire study, click here. [...]

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