Asian budget airline AirAsia has taken to Twitter to ask what their latest route should be.
After receiving an avalanche of tweets to both @AirAsia and @tonyfernandes (AirAsia’s co-founder), the airline has announced that Lombok, Indonesia will be their next Indonesian destination.
AirAsia has proven quite adept at giving their customers what they want, having been named World’s Best Low-Cost Airline by the World Airline Awards for the past 4 years running.
The company’s use of social media is part of this strategy of listening and delivering, and is paying off handsomely.
AirAsia is one of the fastest growing airlines in Asia, and continues to aggressively pursue further growth. By soliciting feedback from their customers, the company can more accurately gauge where people want to go.
In an e-mail to Tnooz, AirAsia shared a bit more about how their social strategy informs their decision-making process:
Apart from Twitter, we are also extremely active on Facebook and we have a policy of not deleting any comments/suggestions from any of our guests who interact with us. Transparency is key.
Every input and feedback is taken into account and we constantly have updates, and even travel advisories as well with real time updates. Some good examples would be updates & advisory during the volcano eruption as well as earthquakes in Europe and Indonesia and the typhoon in the Philippines. Our guests always look to our social media as first source of information during such incidents.
AirAsia is offering a even-more discounted fare to announce the new route, which begins flying from Kuala Lumpur Wednesdays, Fridays and Sundays in October.
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