Simpliflying: How are airports using social media channels?

Airports are leading the travel industry in terms of social media adoption, with passengers frequently using Weibo and Facebook to find out the latest information.

Airports in different parts of the world use a variety of different strategies to engage with passengers and provide them with information about flight delays, services, and schedule changes.

For example, Weibo is considered the most convenient social media channel due to its brief form of information transmission, so airports can release information such as flight delays and disruptions through Weibo.

Indeed, London Gatwick Airport is hoping to attract media attention by launching an updated profile page (a new element of its brand website) and a “Blue tick” feature on Twitter, with the overly exaggerated and inaccurate headline of its press release: “Gatwick becomes first UK airport to be Twitter-verified for its high-quality customer service.”

However, social media is a very important form of communication for airports. Many airports now have dedicated teams to monitor traffic and comments on various social media channels.

Simpliflying and Airports Council International analysed how European airports are using different forms of social media and the impact this has on customer service.

The infographic is as follows: (Compiled by Wing)