Airlines & Social Media: Shining Examples of Customer Service

Here at OSM we often write about businesses using social media marketing and just recently wrote about airlines optimizing customer relations with the use of social media and then about how Delta Airlines had launched a Facebook app allowing users to check in. Now we have heard some more about airlines and social media with some shining examples of how some are getting it right.

The Delta Airlines Facebook app is one example about how airlines are aiming to make their customers’ air travel experience well-organized and convenient, something that most travelers will undoubtedly appreciate. After all, if customers have a good experience using an airline then they are much more likely to use that airline again. KLM Royal Dutch Airlines is another excellent example of looking after customers needs. KLM uses a scheme involving popular location-based social network Foursquare, whereby individually tailored rewards are given when customers check in to various KLM locations, according to Candice Walsh over on USA Today.

This is a really excellent initiative from KLM as its employees actually find out about individual customers from social networks and offer that personalized touch. An example of this given by USA Today was when one customer was on their way to Italy and was greeted by a KLM staff member who gave them some coins to throw in the Trevi fountain in Rome and also some Italian spice. Personally speaking a gesture like that doesn’t cost a lot but would speak volumes and it would certainly be more likely that I would travel with that particular airline again.

Another customer with India’s Kingfisher Airlines, tweeted to say he was about to travel with them and they tweeted back to say “Enjoy our services!” That alone would impress me but the airline went that extra mile once again and the happy customer was given a complimentary Lounge Access pass at check- in and then greeted personally by name when on the plane. You can read more about this customer’s great experience at the link. It’s a sign of great things to come that airlines are using social media to really please their customers and we can only hope for more examples like this. Have you ever benefited from using social media with an airline? What other touches do you think passengers might appreciate? Let us know with your comments.