Airports and social media – channels, use and service [INFOGRAPHIC]
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.
Here is the infographic:
Kevin May is editor and a co-founder of Tnooz. He was previously editor of UK-based magazine Travolution for nearly four years and web editor of Media Week UK from 2003 to 2005.
He has also worked in regional newspapers (Essex Enquirer) and started his career in journalism at the Police Gazette at New Scotland Yard in London. He has a degree in criminology and a postgraduate diploma in magazine journalism.