Last weekend, three separate airline disruption stories hit the news, all in the space of 48 hours. On Saturday 20th June, the computer systems of LOT Polish Airlines were hacked, causing flight delays, cancellations and the grounding of 1400 passengers. On the same day, a United Airlines flight was diverted to Ireland due to an … Read more
June 2015 has understandably been a busy month for Cebu Pacific. The airline introduced an extensive brand refresh across all touch points, including aircraft livery on the first day of the month. The new design features hues from Philippines’ natural beauty, the colours of the land, sea, sky and sun. If that wasn’t enough, Cebu … Read more
Editor’s Note: This is the second of a two-part series on the future of Social Customer Service for airlines, and how Facebook is leading the way. Part 1 explored the reasons why Twitter has been a disappointment and has failed to capitalise on its head-start in Customer Service on social media. Let’s begin with some numbers. Facebook … Read more
Editor’s Note: This is a two-part series on the future of Social Customer Service for airlines. Part 2 explores the innovative ways in which Facebook — and Facebook Messenger — will change the future of customer service. It’s time to upend some common assumptions. We’ve known for a while that airlines are one of the Top … Read more
As a young boy, I used to watch Star Wars and wonder if any of those flying machines would be real one day. Part of that dream came true a few weeks ago, when ANA made a deal with Walt Disney Japan and revealed their plans for a R2-D2 themed Dreamliner. One look at the … Read more
Editor’s Note: As part of our SimpliLeader series, in which we showcase the best minds in aviation, here’s an interview with Mike Tod, Chief Marketing and Customer Officer, Air New Zealand. This interview originally appeared on LinkedIn Pulse. Mike answers a few questions about the latest safety video “Safety Safari” and the work of the airline’s award winning Brand team. Safety Safari … Read more
Airline disruptions – lessons from a sandstorm During a major sandstorm in Dubai earlier this year, the airport operations were severely affected, with thousands of stranded passengers and cancelled flights in the region. During this period of disruption, the number of people registered to receive real-time updates via Twitter grew 20 fold. This meant passengers wanted information at their finger tips. … Read more
Almost every airline in the world is now on social media platforms, majorly to handle customer care queries efficiently, and also to engage their customers (present and future) in a conversation — ultimately designed to market their products and services. Every airline has its own way of doing it, and Southwest is one that especially stands … Read more
Airlines are very serious when it comes to definitions. Not only because of legal concerns but also because different levels of severity involve a different set of protocols and crisis communications procedures when it comes to handling: an aircraft accident (e.g. crashes, crash landings, disappearances) versus an aircraft incident (e.g. emergency landings, bird strikes, skidding … Read more
APEX journalist, Jenn Wint, recently wrote an article on the importance of language in how airline build their brands. An interesting piece I’d say, that serves as a timely reminder for airline brands to review their own communications, both towards employees and customers. One interesting point to share from the article: Traditionally, airlines have been formal in … Read more
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