Airport highlights social media edge
05.10.11
London City Airport says its innovative use of social media has resulted in a loyal customer base that is 3 times more likely to engage with it using Twitter and Facebook than other UK and European airports. Its most recent customer satisfaction scores have been at all-time highs, with a rating of 8.7 out of 10, higher than at any other South East airport.
Its 'strategic use of social media' is as an important contributor to this satisfaction rating. A continuous and consistent response to customers’ online questions has resulted in a year on year increase of followers. Social media is now viewed by the airport as a key tool for keeping passengers informed and up to date with their travel plans.
Matthew Hall, chief commercial officer at London City Airport, said: ‘Social media has transformed the way we communicate and interact with customers over the last 2 years. We are delighted to be the leading European airport in this field.'
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