Online social networking quickly became the primary way we communicate and stay-in-touch with others. Through status updates, “tweets”, or blogs, we’re readily updated on friends, family, co-workers, and now… airlines too are on-board with social media.
In the past few years, many airlines launched blogs, Twitter accounts, and Facebook fan pages aimed at keeping consumers in-the-loop of airline news, sales, and general day-to-day flying information.
Just recently, I spoke with Mr. Christopher Vary, a vice president at Weber Shandwick – the world’s largest public relations firm. Mr. Vary, along with other Weber Shandwick employees, work together with American Airlines’s corporate communications team on social media development and content for the airline.
The airline’s social media efforts are paying off. On April 13, 2009, Mr. Vary’s team launched American’s use of social media to new heights, with the debut of American’s Twitter and YouTube accounts. Just six months since the account’s inception, the Twitter account has over 15 thousand followers, and Facebook boasts 30 thousand. Through social media, American can “improve to support the brand and connect with new customers like never before,” said Mr. Vary.
Whether there is a weather delay, fare sale, or new aircraft in the fleet, the social media team posts / tweets it. “The whole goal is to really provide customers and consumers with the first touch point of information,” said Vary. Travelers are truly getting “one-to-one” information about the company, as well as day-to-day information directly related to travelers.
Just months ago, during the closing of New York’s LaGuardia airport due to a bomb scare, the airline’s Twitter account provided minute-to-minute tweets, updating passengers on the status of the airport. As social media is at the fingertips of many travelers, tweets helped passengers get information quicker than ever before.
Through online social media and networking tools, airline information flows faster and more directly to consumers. Fare sales and free trials for on-board Wi-Fi use have appeared on American Airlines’s social media platforms. According to Mr. Vary, promotions and offers draw in millions of impressions and thousands of “re-tweets” for the airline.
Social media platforms are always evolving and improving, and as consumers evolve with them, airlines will follow. Mr. Vary says American Airlines is exploring new fields of social media and is evaluating all the technologies available. “We’ve only scratched the surface.”
Links:
American Airlines: Twitter, Facebook, and YouTube.
Images from stock.xchng
Germany’s largest airline, Lufthansa, announced plans to bring back WiFi and phone services. Within forthcoming months, the carrier said they would bring back the service, beginning with flights between the United States and Europe. The service will likely be fleet-wide by mid 2010.
