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Social Media for Airlines Industry in India
 

Social Media for Airlines Industry in India

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The presentation talks about the Airlines Sector in India and Abroad. The opportunities in the Social Media front for the sector is immense

The presentation talks about the Airlines Sector in India and Abroad. The opportunities in the Social Media front for the sector is immense

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    Social Media for Airlines Industry in India Social Media for Airlines Industry in India Presentation Transcript

    • Airlines in India
    • How will we go about it?
      Aviation Sector in India:
      the present and the future
      What are airlines doing abroad on social media?
      The Right? The Wrong?
      What we think and what should they do?
    • Aviation Sector in India
      16 International airports
      Over 60 international airlines and around 12 domestic airlines
      454 airports and airstrips
      Compound Annual Growth Rate – 18%
      Hyderabad International Airport amongst top 5 in the World!
      - Airport Service Quality (ASQ) passenger survey
    • Passengers carried by scheduled domestic airlines (in million)
      Market Share of Scheduled Domestic Airlines
      - Directorate General of Civil Aviation
    • The Future
      Create infrastructure to handle 280 million passengers by 2020
      - Vision 2020 Statement – Ministry of Civil Aviation
      Investment opportunities of US$ 110 billion up to 2020 – US$ 80 billion in aircrafts
      - Investment Commission of India
      Domestic air passengers grew 7.68% in 2009 at 44.513 million to 41.271 million in 2008 outperforming world airline passenger traffic which fell 3.1% in 2009
      - Ministry of Civil Aviation and International Civil Aviation Organization
      Photograph of the new Terminal 3 at New Delhi
    • Why do we care?
    • Promotional Offers
      5,000 picture uploads!
      Online Reputation Management
      Customer Service
      90,000 followers!
      Airlines abroad are using social media and have attracted great number of followers!
      Travel Videos
      260,000 fans!
      3 million video views!
      Building Relationships
    • Virgin America
    • Integration of Social Media on the Website
    • Virgin’s Face book page integrates flight searches and status checks
    • Virgin engages its followers in interactive conversations- builds a connect with them
    • Almost 140,000 channel views
      Over 1.4 million upload views
      1800 subscribers
      Virgin’s Youtube channel features interviews with “Fly Girls”, safety videos, online promos , launch parties!
    • JetBlue Airways
    • 5,850 uploads
      Photographs of JetBlue aircrafts taken by passengers
      264,000 fans
      Publicize blog articles, special offers, in-flight services
    • 18,500 channel views; 534,000 upload views!
      Videos about experiences on JetBlue aircrafts and activities undertaken by the airline
      “JetBlue” – 1.6 million followers!
      “JetBlueCheeps” – 60,000 followers
      JetBlueCheeps tweets last minute flights every Tuesday at great prices!
    • Delta Airlines
    • Welcome to Delta's official Facebook page! We're posting travel
      updates , promotions and of course, new routes all summer long. Where do you want to go next? Find all the new routes here: http://bit.ly/cPc1hc
      Delta’s opening post on its Facebook page
      Delta has largely used its fan page to promote their involvement in New York baseball
    • The in-flight safety video has 1.76 million views!
      Delta’s Youtube channel has a host of videos ranging from airline initiatives to in-flight services to travel guides.
      Delta manages 2 Twitter profiles, one exclusively to assist passengers flying Delta Airlines!
    • The first post on the blog
      Delta’s blog is updated regularly about everything in airlines from food to airports to their services and events. They’ve been up since August 2007!
    • What is happening in India?
      • Kingfisher
      3,940
      followers
      • Jet Airways,
      SpiceJet
      And
      Air India also present.
      • Jet Airways 9,734
      Fans
      • Kingfisher,
      SpiceJet
      also present.
      • SpiceJet
      7,191
      Views
      • Jet Airways
      584
      Views
    • What are they Doing right?
      Realized potential of social media as a branding opportunity
      Conversing with customers and connecting with them
      Using platforms innovatively to do customer service
      Diversifying content on their pages to enrich experiences of users
    • What is wrong?
      • Airlines are still using social media pages like a hoarding
      • Need to interact with people, converse and build a rapport
      • Involve people in deciding new features on the airline. At least make it seem so
      • Run updates which will invite suggestions because people have opinions and they appreciate it if it is valued
      • Offer more features on pages like tweet about different places to travel, upload videos of top holiday destinations, in-flight exclusive services
    • Screenshots of unhappy passengers – perfect opportunity for airline representatives to pacify them
    • What you should do?
      Building Associations with people on social media along with great flight experiences will result in greater brand loyalty
      Use social media as a genuine branding platform
      Official pages act as outlet for unhappy customers to prevent them from bad mouthing brands in the offline world
      Customers are present on various platforms. Converse with them!
      Flyers likely to forgive delays and other unpleasant experiences if airline interacts with them consistently and personally.
      Airlines should have official social media presence
    • Thank You!
      Contact Us:
      Rajiv Dingra
      Website : www.watconsult.com
      Mobile : +91 9820761167 |Office : +9122 65166429
      Mail : rajiv@watconsult.com