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Last week, a friend of mine boarded a Virgin America flight from San Francisco to Los Angeles. As is the case often at most busy airports these days, there was a delay in departure, due to air traffic delays. The flight sat on the tarmac for 10 minutes. But this is where the typical story ended and the fun started.
The Virgin America flight attendants took their positions in the aisles, but not for safety demonstration, since they already have a super cool video for that. They announced to the passengers that since they are waiting, they should have some fun. They started playing games with the passengers! The flight attendants asked the pleasantly surprised passengers questions about Virgin America as well as other topics, and those who answered correctly even received prizes! What a brilliant way not just to engage the customers, but leave an indelible impression about the airline.
Airlines must find innovative ways to engage the customers before, during and after the journey. Having a captive audience for a sustained period of time is something marketers crave for. That not only enhances the experience, but empowers the customers with stories they can share with others. After all, this experience was shared by a friend of mine too. Virgin America is already doing a great job at enhancing the in-flight experience, and this is yet another feather in the hat for them. The rest of the airlines, especially those in the US, should take note and put on their thinking hats.
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