Managing traveller expectations in the age of social media – Presentation from ICAO Summit #IATS

Today, I had the privilege of presenting for the first time at a UN agency – the ICAO Air Transport Summit 2014, held at the ICAO General Assembly Hall in Montreal. While the summit itself touched a lot of aviation policy issues, I had the opportunity to share my perspectives on a panel on consumer expectations.

My conclusion? Social media is a wave that has impacted politics from Morocco to Quebec. According to a recent report, it is one of the Top 10 risks to the banking sector. And if you asked me, it is one of the top five risks to aviation, if not handled strategically.

Specifically, I addressed the realities of the connected travelers, their expectations and how the real-time nature of interactions impacts airlines around the world. I’ve shared my presentation below, and you will also find some of the case studies I shared in Montreal listed here as well:

  1. Passengers taking selfies in an emergency: Singapore Airlines A380 Emergency Landing in Baku: Analyzing user behavior on social media, and how to deal with a crisis
  2. The impact of a viral video on airline policy: Air Canada baggage toss video requires deeper thinking about passenger experience
  3. Should social media dictate HR policies?

SimpliFlying Shashank Nigam ICAO Summit

What’s your stance on the impact of social media on airline policy? Should airlines be worried? Let’s hear your thoughts on the issue in the comments below, or over on Twitter (@simpliflying)

Shashank Nigam

Shashank Nigam

Shashank Nigam is a globally sought-after consultant, speaker and thought leader on airline branding and customer engagement strategy. He is the Founder and CEO of SimpliFlying, one of the world’s largest aviation marketing firms working with over 85 aviation clients in the last ten years. Nigam is also the youngest winner of the Global Brand Leadership Award and has addressed senior executives globally, from Chile to China. Nigam’s impassioned and honest perspectives on airline marketing have found their way to over 100 leading media outlets, including the BBC, CNBC, Reuters and Bloomberg, and into leading publications such as The Wall Street Journal and the New York Times. He writes a dedicated monthly column in Flight’s Airline Business, challenging the typical assumptions about airline marketing. His new book on airline marketing, SOAR, is an Amazon bestseller that’s shaking up the industry and inspiring other industries to learn from the best airlines. Born in India, raised in Singapore, he now lives with his wife and two young daughters in Toronto.
Shashank Nigam
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