Great examples of airlines using Twitter for building their brands and driving revenue, engagement, customer service, cris...
Case-study 1<br />  KLM : “Fly2Miami”<br />
KLM challenges Dutch DJ & Filmmaker to fill up a plane<br />KLM announces that the Amsterdam-Miami route would be re-launc...
The challenge gets an unbelievable response!<br />The DJ and Filmmaker responded with a  website, Twitter account and a hu...
Case-study 2<br />Delta Airlines: “@DeltaAssist”<br />
Delta gets serious about customer service!<br />Delta Airlines has a separate, dedicated Twitter channels to listen and re...
“Thanks for doing the right thing, Delta!”<br />
Great response rates!<br />This is possible due to a dedicated team of about 10 people handling customer requests.<br />A ...
Case-study 3<br />JetBlue: “Cheeps”<br />
Cheap tickets sold every Tuesday morning on Twitter<br />JetBlue sells last minute, limited-availability, cheap flights ev...
Fills up capacity, drives revenue!<br />Not only does it help fill up capacity, it drives more user traffic to JetBlue.<br...
Case-study 4<br />Virgin America: “Super engagement”<br />
Virgin America’s responsiveness on Twitter is legendary!<br />Virgin America actively engages and serves customer needs vi...
Customers love airlines that respond to them!<br />Considering their stellar efforts, it’s no surprise that Virgin America...
Case-study 5<br />AirAsia: “Runway accident managed”<br />
AirAsia handles runway mishap on Twitter<br />On Jan 10, 2011 AirAsiaflight AK5218 carrying 124 passengers and six crew me...
Calmed nerves, relayed accurate information<br />Apart from the official account which has 117,000+ followers, the CEO, To...
Case-study 6<br />Eurocontrol: “Taming the Ashcloud”<br />
Big daddy comes to play!<br />Eurocontrol stole the show on Twitter even as many airlines struggled to handle the ashcloud...
Transparent and speedy information-sharing<br />Liberally used the Twitter hashtags #euva and #ashtag to inform customers....
Case-study 7<br />WestJet: “Winglet Wednesday”<br />
WestJet wants you to share “winglet love”! <br />Every Wednesday, WestJet asks people via their Twitter stream to submit p...
A creative photo-sharing endeavour<br />People get to show off their photography skills which can then be publicly appreci...
Case-study 8<br />Air New Zealand: “@AirNZFairy”<br />
Do you believe in fairies? You should!<br />The Air New Zealand Fairy grants one wish a day – “sometimes smaller, sometime...
Serves people’s needs, makes them happy!<br />Many requests for more air-points are fulfilled!<br />
Users respond – and how!<br />Goals driven<br />Engagement<br />Customer Service<br />Loyalty<br />
Case-study 9<br />Melbourne Airport: “Cheap Twitter Fares”<br />
Melbourne Airport provides cheap deals on Twitter!<br />Melbourne Airport helps travellers plan their journeys better by p...
Case-study 10<br />airBaltic: “Tweeting Plane”<br />
Wouldn’t you like to follow a tweeting plane?!<br />One of airBaltic’s Dash 8 planes is known as the Tweeting Plane. <br /...
A wonderfully creative idea!<br />The tweeting plane drives engagement through sharing plane trivia and other interesting ...
For more case studies, visit SimpliFlying.com<br />World leaders in helping airlines go social<br /> http://www.SimpliFlyi...
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Top 10 Twitter Initiatives by Airlines

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Twitter completes 5 years of existence today. To celebrate the fantastic success it has achieved in social media, we illustrate through 10 case-studies how airlines and airports have used Twitter to drive revenue, engagement, loyalty, customer service and crisis management.

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Top 10 Twitter Initiatives by Airlines

  1. Great examples of airlines using Twitter for building their brands and driving revenue, engagement, customer service, crisis management and loyalty. <br />Featuring<br />World leaders in helping airlines go social<br /> http://www.SimpliFlying.com<br />
  2. Case-study 1<br /> KLM : “Fly2Miami”<br />
  3. KLM challenges Dutch DJ & Filmmaker to fill up a plane<br />KLM announces that the Amsterdam-Miami route would be re-launched on Mar 27, 2011.<br />But Dutch DJ/producer Sied van Riel and film-maker Wilco Jung replied on Twitter that this would be too late for the Spring Break events.<br />In response KLM empowers and challenges them to fill up a plane! In return, they’d fly on an earlier date!<br />
  4. The challenge gets an unbelievable response!<br />The DJ and Filmmaker responded with a website, Twitter account and a hugely popular #fly2miami hashtag.<br />Goals Driven<br />Revenue <br />Engagement <br />Result: On March 21, 2011, a KLM MD-11 packed with Dutch DJs, producers, promoters and other dance fans, will fly2miami!<br />
  5. Case-study 2<br />Delta Airlines: “@DeltaAssist”<br />
  6. Delta gets serious about customer service!<br />Delta Airlines has a separate, dedicated Twitter channels to listen and respond to customers.<br />What’s remarkable is the effort put into answering queries from almost everyone. <br />They’re not even afraid to apologize!<br />
  7. “Thanks for doing the right thing, Delta!”<br />
  8. Great response rates!<br />This is possible due to a dedicated team of about 10 people handling customer requests.<br />A recent infographic revealed that @DeltaAssist tweets almost 64 times a day!<br />Goals Driven<br />Customer Service <br />Source: http://www.flickr.com/photos/crankyflier/<br />
  9. Case-study 3<br />JetBlue: “Cheeps”<br />
  10. Cheap tickets sold every Tuesday morning on Twitter<br />JetBlue sells last minute, limited-availability, cheap flights every Tuesday. <br />Almost 205,000 people follow this account!<br />
  11. Fills up capacity, drives revenue!<br />Not only does it help fill up capacity, it drives more user traffic to JetBlue.<br />Goals driven<br />Revenue <br />
  12. Case-study 4<br />Virgin America: “Super engagement”<br />
  13. Virgin America’s responsiveness on Twitter is legendary!<br />Virgin America actively engages and serves customer needs via Twitter.<br />
  14. Customers love airlines that respond to them!<br />Considering their stellar efforts, it’s no surprise that Virgin America is one of the most-loved airlines in America.<br />Goals driven<br />Engagement<br />Customer Service <br />Loyalty<br />Source: http://amplicate.com/love/virgin-america-airlines<br />
  15. Case-study 5<br />AirAsia: “Runway accident managed”<br />
  16. AirAsia handles runway mishap on Twitter<br />On Jan 10, 2011 AirAsiaflight AK5218 carrying 124 passengers and six crew members skidded off the runway. Up to four passengers sustained minor injuries.<br />In the immediate aftermath, AirAsia’s Twitter engine was up and running to address the situation and calm nerves. <br />
  17. Calmed nerves, relayed accurate information<br />Apart from the official account which has 117,000+ followers, the CEO, Tony Fernandez also tweeted to his 56,000+ followers.<br />Goals driven<br />Crisis Management<br />Customer Service<br />
  18. Case-study 6<br />Eurocontrol: “Taming the Ashcloud”<br />
  19. Big daddy comes to play!<br />Eurocontrol stole the show on Twitter even as many airlines struggled to handle the ashcloud crisis and provide decent customer service.<br />Relevant and informative updates at frequent intervals calmed nerves.<br />
  20. Transparent and speedy information-sharing<br />Liberally used the Twitter hashtags #euva and #ashtag to inform customers.<br />Posted links to the latest maps of ash-flow. <br />Goals driven<br />Crisis Management<br />Customer Service<br />
  21. Case-study 7<br />WestJet: “Winglet Wednesday”<br />
  22. WestJet wants you to share “winglet love”! <br />Every Wednesday, WestJet asks people via their Twitter stream to submit photos of the winglets on their planes.<br />Pro tip: A winglet is the little tip that points up on the edge of the wings.<br />Source: http://themigratorynerd.com/2010/westjets-winglet-wednesday/<br />
  23. A creative photo-sharing endeavour<br />People get to show off their photography skills which can then be publicly appreciated on Twitter. <br />Goals driven<br />Engagement <br />
  24. Case-study 8<br />Air New Zealand: “@AirNZFairy”<br />
  25. Do you believe in fairies? You should!<br />The Air New Zealand Fairy grants one wish a day – “sometimes smaller, sometimes bigger” – to followers.<br />Notable example: Helped raise more than $2000 for Leukaemia & Blood Foundations. <br />
  26. Serves people’s needs, makes them happy!<br />Many requests for more air-points are fulfilled!<br />
  27. Users respond – and how!<br />Goals driven<br />Engagement<br />Customer Service<br />Loyalty<br />
  28. Case-study 9<br />Melbourne Airport: “Cheap Twitter Fares”<br />
  29. Melbourne Airport provides cheap deals on Twitter!<br />Melbourne Airport helps travellers plan their journeys better by providing the latest deals on flights from Melbourne on their Twitter stream.<br />Goals driven<br />Revenue <br />
  30. Case-study 10<br />airBaltic: “Tweeting Plane”<br />
  31. Wouldn’t you like to follow a tweeting plane?!<br />One of airBaltic’s Dash 8 planes is known as the Tweeting Plane. <br />“She tweets regularly about her  busy life up there in the clouds and down on the ground in Riga Airport.”<br />
  32. A wonderfully creative idea!<br />The tweeting plane drives engagement through sharing plane trivia and other interesting links.<br />Goals Driven<br />Engagement <br />
  33. For more case studies, visit SimpliFlying.com<br />World leaders in helping airlines go social<br /> http://www.SimpliFlying.com<br />

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