JetBlue and Virgin America champion social networking, but legacy carriers lag behind
A passenger on a flight notices his reading lamp is broken, so, using his mobile device, he complains on Twitter. Within minutes, the airline’s ground staff has dispatched a flight attendant to fix the problem and has alerted maintenance at the destination airport. Corporate communications has passed the Tweet onto the customer service department, which contacts the passenger to apologize for the inconvenience. This scenario is not science fiction. It, or one similar to it, happens every ...
THIS CONTENT REQUIRES SUBSCRIPTION ACCESS
You must have an Aviation Week Intelligence Network (AWIN) account or subscribe to this Market Briefing to access "Airline Social Media Strategies Vary In Effectiveness".
Current Aviation Week Intelligence Network (AWIN) enterprise and individual members: please go to http://awin.aviationweek.com for access.
Not currently a subscriber? Click on the "Learn More" button below to view subscription offers.