AIRticulate

ROI of Social? How about $25m Annually…

KLM owes a huge thank you to Eyjafjallajökull. Oh, you don’t remember our Icelandic friend? The volcano that erupted in 2010 which left thousands of passengers stranded in the wake of cancellations? Perhaps it’s little known history by now, but Eyjafjallajökull marked the beginning of what’s now a $25 million-a-year profit center for KLM. With phone channels busy, […]

British Airways Should Ignore Privacy Group Concerns

  It has gained attention in recent weeks that British Airways has taken to Google-stalking its V.I.P customers, equipping thousands of staff with iPads so they can search for information about the passenger prior to their flight and greet them accordingly. Of course, it has caught the attention of privacy groups as well, creating headlines […]

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 […]

Humanization is the Name of the Game for Tweeting Customer Service

Much to the chagrin of many European travelers, there is only one Lidia Stefanowska. But thanks to Twitter, easyJet’s Customer Experience Manager is seen regularly in all 118 easyJet destinations. As the leader of @easyJetCare, Lidia’s team handles customer questions and problems in real-time, and has earned high praise due to its ability to humanize […]

Special Airline Business Report: Social Media as More than a Tool for Marketing

The following article was written by Alex Thomas and published in Airline Business magazine on 20 February, 2012. A link to the original article is available here.  Enjoy! Given the rapidly evolving channels through which airlines can connect with their customers, developing a consistent strategy to maximise this opportunity can be problematic Cebu Pacific’s flight […]

Video Posted: Airline Business NCM London

It took a few days, but we’ve finally managed to upload the video of Steven Klimek’s presentation from Airline Business’ New Commercial Models, Retailing and Merchandising conference in London (delay courtesy of poor hotel wifi connections). The presentation below is entitled “Social Distribution 2.0(12)” (get it?), and the screen presentation can be found in its […]

Who Killed Rico? Air New Zealand’s Clever Move to Phase Out the Loveable Lunatic…

Who killed Rico? That’s the million-dollar, or free round-trip, question. Air New Zealand’s fuzzy little mascot that crept his way into our hearts over the past year, and took a starring role in several of my presentations, was recently “murdered” at a party in his posh new Hollywood home. In a move partially designed to […]

Presentation from ICCA 2011: Social Media and the Airline Industry

Below is the full version of my presentation at ICCA 2011 in Leipzig, Germany on social media and the airline industry. My presentation, “Two Paradigm Shifts in Travel and Three Ways to Drive Results,” looked into how social media is changing the travel industry and what airlines and airports can do to leverage social tools […]

Airbus Air Transport Seminar China: Presentation in Granada, Spain; 20 October 2011

I’ve posted my presentation from Airbus’ Air Transport Seminar for Chinese carriers, which took place today at the M.A. Nazaries Hotel in Granada, Spain. This is a general overview of the state of social media in the airline industry, focusing on how social media has changed the traveler lifecycle and how airlines can better engage […]

Airbus Air Transport Seminar Latin America: Presentation in Miami, 04 October 2011

I’ve posted my presentation from Airbus’ Air Transport Seminar for Latin American carriers, which took place today at the Sonesta Bayfront Hotel in Coconut Grove, Florida, USA. This is a general overview of the state of social media in the airline industry, focusing on how social media has changed the traveler lifecycle and how airlines […]

Social Media Just a Fad, Huh?

This may not be directly airline-related per se, but the 5.8-magnitude earthquake that struck my native Virginia this afternoon says a lot about the influence of social media.  Facebook said that news of the earthquake appeared on the status of 3 million users by 1:55pm, just four minutes after the quake struck!  Twitter counted 5,500 […]

New Whitepaper Out Today! (Hint: Download it Here!)

How many times have you read  a whitepaper that introduced new vocabulary to the English language? Specific to the aviation industry? My latest one (done in conjunction with SimpliFlying) does exactly that, introducing a concept called “Airrogance“, which is essentially arrogance applied to the airline industry when airlines fail to engage their customers in a two-way […]

Feeling Like a Proud Dad…

As I checked in on Foursquare at Washington Dulles Airport this morning on my way to Chicago, I couldn’t help but notice the following display at one of the idle United gates: In light of the article I wrote in this space and on SimpliFlying a few months ago, I must say I was quite […]

How Mango Airlines has Succeeded in Customer Engagement (CEO Interview)

Everyone reading this blog, I’m safely assuming, books most of your airline tickets online. Without question, it is the easiest and most cost-effective way (for all parties involved) to make a booking. So it makes sense that a startup airline would focus its distribution strategy around direct online sales. However, imagine if you were tasked […]

Presentation from Aviation Outlook Africa summit in Johannesburg; 13 July 2011

I delivered a keynote presentation today at the Aviation Outlook Africa conference at Sandton Convention Centre in Johannesburg, South Africa today. My presentation, “Two Paradigm Shifts in Travel and Three Ways to Drive Customer Engagement,” looks into how social media is changing the travel industry and what airlines and airports can do to leverage social […]

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

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