AIRticulate

Airline Branding: Too Many Missed Opportunities to Capture Goodwill

Public relations is a tricky animal, especially in the airline industry. Air travel is extremely volatile–externalities like weather and air traffic control often work against even the best airlines–which can significantly impact a traveler’s experience through no fault of the airline itself. And when a passenger’s journey is disrupted, logic often falls by the wayside […]

Service Design Case Study: Washington Dulles International Airport

As someone who grew up watching planes from the Air France Concorde to a United States Space Shuttle land at Washington’s Dulles International Airport, I want to love the place. I really do. The airport symbolizes my ultimate comfort zone—my hometown, my childhood and the countless memories associated with it. However, even I am finding […]

Hey #AVGeeks: United Airlines Boeing 747 Taking Off Over Your Head!

This post has nothing to do with customer engagement, social media or any kind of airline business. No, this post, my inaugural of 2012, goes out strictly to my #AVGeeks. Taken from a long-term parking lot at SFO, this United 747 is bound for Beijing!

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 […]

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 […]

Customer Engagement Strategy for the Airline Industry

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