Plugged in with Aerolineas Argentinas: Creating Social Expectations

I flew with Aerolineas Argentinas for the first time recently, and was pleased to see the efforts they are making to engage customers socially.  Now let’s hope that the execution matches the expectation. I’ve said many times, companies do not need to be omnipresent in social media. But if they are going to enter into […]

Prioritizing Precious Expenditures: Livery Design or Customer Experience?

Aviation buffs everywhere love a beautiful livery, but painting and re-painting a fleet isn’t cheap. As part of its merger with Continental, United Airlines is in the process of rebranding its livery—for the second time in the past seven years (see AirlineReporter’s hilarious account here). With a fleet of roughly 700, the physical process of […]

Customer Engagement Strategy for the Airline Industry