What Constitutes “Success” in Social Media?

Live from Travel Distribution Summit Europe 2011 in London, this is an interesting debate we’ve been having. ¬†Any thoughts?


As you can tell, I started dabbling in aviation blogging a couple of years ago, sharing some views I had formed from my experience working in the airline industry under the moniker “5yen.” After a nearly two-year hiatus, I’m pleased to announce the launch of this rebranded blog, AIRticulate. In this space, I will focus […]

Hooray, So You’ve Got A Loyalty Program…Now What?

Frequent flyer programs (FFPs) are expensive. With a total value of outstanding miles in the hundreds of billions of dollars, not to mention the operational costs of implementing, managing and promoting the program, the fact that every major carrier has a loyalty program obviously means there isn’t much debate at the executive level that the […]

Customer Engagement Strategy for the Airline Industry