In our last post we began looking at how airlines use the micro-blogging site Twitter and why every traveler should as well—even if it is to just follow various airlines. Airlines seem to have five primary uses for Twitter: customer service, marketing, public relations, news dissemination and customer feedback. Some use Twitter for all five, while others will focus on one or two aspects. Surprisingly, some airlines are very new to the micro-blogger and are trying to figure out how best to utilize it. With other carriers it is obvious that they view Twitter as a strategic business tool.
On the customer service front, we especially appreciate those airlines that use Twitter to give substantive information to their passengers and that respond to customer needs. KLM (@KLM) is one of the best international airlines using Twitter to resolve customer travel issues and provide current updates when there are operational problems—such as storms, airport closures, etc. On the domestic front, all of the major U.S. carriers utilize Twitter. Delta has a couple Twitter accounts, including one specifically to assist customers–@DeltaAssist. Many airlines that use Twitter for customer service issues only do so during limited hours—such as typical office hours—and usually not over the weekends. So if you are traveling in the evening or over a weekend, check your airline’s Twitter site (usually www.Twitter.com/airlinename).
Several airlines conduct “tweet ups” where followers have the opportunity to meet other Twitter followers and the airline staff in person at a city landmark. American (@AmericanAir) did this in New Your City and gave away Broadway show tickets. Last week Continental (@Continental) was out in downtown Houston giving away basketball tickets. British Airways (@BritishAirways for North America and @British_Airways for global) recently did an extended campaign through Twitter where small business owners could give their “elevator speech” to a BA representative for a chance at free transatlantic airfare.
We encourage you to follow Ministry Travel on Twitter (@MinistryTravel) as well as on Facebook at Facebook.com/MinistryTravel for the latest airline news and travel information that is most relevant to our clients.