Airports – perhaps more than any other area in travel – are at the sharp end of social media, with passengers often using Twitter and Facebook to discover the latest information.
There are countless different tactics that airports around the world use to engage with and inform passengers about delays, services, changes to timetables, etc.
Twitter, for example, is arguably seen as the easiest and convenient social media channel available to airports on issues such as delays and other disruption due to its short-form messaging format.
Indeed, London Gatwick Airport is trying to make a lot of PR noise this week after securing an Enhanced Profile Page (a new element to brand pages) and a “blue tick” from Twitter – using the gloriously over-the-top and inaccurate headline on its press release: “Gatwick is the first UK airport to be recognised by Twitter for excellent customer service support”.
Nevertheless, social media is a vitally important form of communication for airports and many now have dedicated teams just to monitor traffic and comments on various social media channels.
Simpliflying and Airports Council International did a small bit of analysis into how airports in Europe are using different forms of social media and the impact on customer service.
Here is the infographic:
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A lot of people are angered by the very sight of an info graphic…however this one is rather pretty
Are they? Do you have stats to back that up, and can you present them in a visually stimulating way, please?
@alastair @karl – yeah, there’s definitely an infographic in that
Thanks for the comments. I head up the airports practice at SimpliFlying, and we are glad to hear that you found this particular infographic to be visually pleasing. Please let us know if you have other questions or if there is another way we could be of service.