The Top 10 Twitter Initiatives by Airlines

As Twitter celebrates its fifth birthday amidst much fanfare, replete with revelation of details about its early days, we thought it apt to analyze and publish the best Twitter initiatives by airlines. Along with Facebook (on which we did a Top 10 last month), Twitter holds forte as the “go-to” social media platform for most businesses looking to engage their customers.

 

Airlines are no different. A recent infographic, analyzed here on SimpliFlying, showed that more than 180 airlines are now using Twitter. Amidst this melee, however, quite understandably, some airlines have done better than others in understanding and mastering Twitter as a tool for driving business goals. The case-studies included in the following presentation illustrate some outstanding examples of how airlines have driven revenue, engagement, loyalty, crisis management and customer service via Twitter.

 

While Twitter is primarily seen as a fantastic customer service and engagement tool due to the instant, real-time responses that can be sent out to customers, it has also proved remarkably helpful in handling crises.

 

However, with almost every recognizable airline now on Twitter, new challenges have arisen. Airline executives handling social media for their airline should now think about answers to these new challenges:

 

  1. Given that most airlines are now on Twitter and trying to address similar customer needs and desires, how do you differentiate your brand activity on Twitter?
  2. Have you established any best practices for Twitter use? What is the long-term strategy you have in place for Twitter?

 

 

Agree with our list of Top 10 initiatives? Know of others?  Leave a comment about what you thought of these case-studies and how you think we could do these better. The best comments could be featured in the first SimpliFlying Top 10 eBook out this Summer!



Shubhodeep Pal

Shubhodeep Pal

Former VP, Products and Operations at SimpliFlying
Shubhodeep Pal was leading SimpliFlying's Research, Product Development, Marketing and Business Development from December 2010 to December 2017 from the headquarters in Singapore. He has spoken at airline conferences and delivered training workshops for senior aviation executives. He has also appeared on television interviews and been quoted in publications such as the Wall Street Journal. His writings have appeared extensively on SimpliFlying and respected industry outlets such as Airlinetrends, Tnooz, Airport World, Low Cost and Regional Airline Business Magazine and Loyalty360. In a previous role, he also conducted a workshop on social media at the Ministry of Home Affairs, Singapore.
Shubhodeep Pal
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Showing 8 comments
  • Joe
    Reply

    Very intersting and to think twitter wasn't even around till a few years ago.

  • Allplane
    Reply

    Great post! I would also praise KLM for the way they used Twitter during the wave of flight disruption caused by snowstorms in Northern Europe last winter, they managed to rebook stranded passengers through Twitter, fyi here is a summary of the case:http://allplane.blogspot.com/2

  • Allplane
    Reply

    Great post! I would also praise KLM for the way they used Twitter during the wave of flight disruption caused by snowstorms in Northern Europe last winter, they managed to rebook stranded passengers through Twitter, fyi here is a summary of the case:http://allplane.blogspot.com/2

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