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 […]

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 […]

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 […]

Qatar Airways Employing Stay-At-Home Moms?!? I Think Not!

A couple of months ago I posted an article here and on SimpliFlying about how United Airlines made a major gaffe in distributing napkins to 400,000 passengers a day that invited them to follow UA on Twitter without specifying the exact handle to search for. When I got home and tried to oblige the napkin, […]

Why Should I?

As airlines continue to grow into the social media age, there seems to be a common, clumsy mistake that will likely become a major point of contention in this space:  a call to action without a communicated incentive. Halfway through my flight from Washington (IAD) to Seattle last week, I received a special surprise along […]

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