SOCIAL MEDIA

KLM adds passenger reviews and ratings to flight search results

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Recently, a growing number of online travel agents and airlines have partnered with third-party data providers TripAdvisor and Routehappy to help customers learn more about the quality of their flight.

By sharing candid details of the passenger experience airlines could move beyond commodity pricing and beyond competition solely on fares, instead giving customer fact-based metrics about their products which would justify a higher fare.

There is an important precedent for this change in consumer mindset in the hospitality sector. Today’s informed and savvy travellers are making their hotel choices based on ‘reputation pricing’ —the correlation between a brand’s online reputation and the premium it can charge. This shift from ‘sticker price’ bookings to bookings based on the quality of the experience has been one of the big positive effects of TripAdvisor on the hotel industry.

Rate My Flight
Social and digital frontrunner, KLM is taking transparency to the next level by sharing the feedback it gathers directly from passengers with customers who are looking to book a ticket with the airline.

After extensive experimentation, KLM started showing star ratings and reviews in the search flow of the KLM website in June of this year.

Customers searching for a flight can see the actual reviews from previous passengers who have flown that flight in the past, based on reviews collected from KLM passengers using the airline’s ‘Rate My Flight’ feature. Read full article »

Dutch LCC Transavia first airline to use WhatsApp messaging for customer care

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By Raymond Kollau, airlinetrends.com

The airline industry is one of the leading sectors [infographic] in deploying Twitter and Facebook for customer care. In China – where Twitter and Facebook are blocked – social media platforms such as Sina Weibo (a hybrid of Twitter and Facebook) and WeChat (messaging app) are commonly used by Chinese and foreign carriers for customer service.

Meanwhile, airlines such as ANA and THAI are present on messaging platform LINE – which is popular in Japan – while a few airlines, including Royal Jordanian, Royal Air Brunei, Jetstar and Chinese low-cost carrier Spring Airlines, also use Skype for customer care.

The latest communication platform to be used for online customer service is WhatsApp. In October 2014, WhatsApp was the most globally popular messaging app with more than 600 million active users, followed by China’s WeChat (468 million active users), Viber (209 million active users, and Japan’s LINE (170 million active users), while over 100 million people use South Korea’s KaKaoTalk. In January 2015, WhatsApp reported surpassing 700 million users. WhatsApp was acquired by Facebook in February 2014 for USD 19 billion.

Transavia x WhatsApp
Now Dutch low-cost carrier Transavia, a subsidiary of Air France-KLM, has become the first airline to integrate WhatsApp into its webcare channels, which also include Twitter and Facebook.

Customers can ask questions via the messaging app, such as making inquiries about an existing booking, how to check in online or hand luggage rules. Transavia says it aims to respond to questions within an hour and the airline can be reached via Whatsapp 7 days a week between 8am and 10pm.

Says Roy Scheerder, commercial director at Transavia, “We want everyone to make it as easy as possible to get in touch with Transavia. We see WhatsApp as nice addition to the already existing possibilities such as Facebook and Twitter.” […] “Because of the accessibility of WhatsApp customers expect an even quicker reaction than via Twitter and Facebook.” Read full article »

China Eastern trials ‘intelligent personal assistant’ for in-flight service

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By Kai-Chin Shih, >talkairlines

As airlines around the world are currently in the process of developing an digital inflight infrastructure (e.g, Internet connectivity, aircraft intranet, inflight portal) and the latest generation of in-seat IFE systems has adopted the Android platform, the next phase for airlines is to develop innovative applications that differentiaite to the passenger experience.

For example, on the IFE system of its new B787 Dreamliners, Air New Zealand and Panasonic have created a ‘digital crew call button’ app that lets passengers message the crew, as well as a dedicated digital button to order a glass of water and have it brought to their seat.

Similar functionality has now also been rolled out by China Eastern – China’s second largest carrier by passenger numbers. The airline is not using the seat back IFE system, though, but has partnered with Microsoft to develop an airline-specific version of Microsoft’s ‘XiaoIce’ (東航小冰) intelligent personal assistant.

Intelligent Personal Assistants
‘XiaoIce’ – which translated a ‘Little Ice’ – is an intelligent personal assistant (IPA) launched by Microsoft in 2014. IPAs are software programs that can complete tasks assigned by the user or provide answers to users’ questions.

Currently, the most widely known IPA is Apple’s Siri, which uses voice recognition to send messages, make calls and obtain answers to simple questions, such as those related to the weather and historical facts, on behalf of users.

Microsoft also has developed its own IPAs, respectively called Cortana and XiaoIce. While Cortana provides functions similar to that of Siri and can only be accessed through Windows-based devices, XiaoIce has been developed to be used on social media sites such as Sina Weibo, can be used virtually anywhere. XiaoIce learns from not only past conversations with the user but also those from all around China. With these resources, it can engage in very life-like conversations and has a bit of a funny character of its own. Read full article »

KLM takes ‘social service’ to a new level with #HappyToHelp campaign

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By Raymond Kollau, airlinetrends.com

KLM, known for its savvy social service and innovative marketing campaigns, took both to new levels last week with a bold #HappyToHelp campaign.

Starting with the premise that the best promotion for customer service is great customer service, a dedicated team scanned social media during five days for passengers facing travel woes throughout the world, and responded with a creative and relevant #HappytoHelp answer produced and personalised for single passengers in real-time – even when those passengers were not travelling with KLM.

On- and offline
Selected problems would then be solved in a variety of ways, ranging from actual physical intervention, such as helping someone retrieve a forgotten passport and still make their flight, to providing one-to-one advice or information through social media.

During the week, KLM’s social media team could rely on the back-up from a team of fast-producing creative people from KLM’s creative agency Tribal DDB with different skills to produce content. Answers ranged from a simple text message to an Instagram picture, a Vine, or YouTube video.

For example, KLM staff made a wake up call over the phone and offered breakfast at the airport (video here) to a traveller who had to get up early to catch her flight, provided a tailored weather report to a traveller who was unsure what to pack for that last minute trip to Ibiza, and recorded a video with personalized Spanish language lessons to a traveller flying to Mexico.

The airline even hired a speed boat on the Hudson River (video) to help out passengers who risked missing a flight–any flight–due to being stuck in traffic on their way to JFK. “Imagine the impact if you are not flying with KLM but it is KLM that gets to the airport,” says Pol Hoenderboom, creative director at Tribal DDB Amsterdam. Read full article »

KLM’s ‘Lost & Found Team’ aims to return lost items to passengers on the spot

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By Raymond Kollau, airlinetrends.com

With nearly 7 million Facebook fans and 1.3 million followers on Twitter, and a wide range of social media initiatives, the KLM brand has become synonymous with social media innovation. The latest initiative by the airline is utilizing social media for an instant ‘lost & found’ service.

Instant lost & found
Every week, KLM receives 40,000 questions via social media. One of the most asked questions is about getting lost items back. This inspired KLM to set up a dedicated ‘Lost & Found’ team at Amsterdam Schiphol Airport which aims to reunite lost items as soon as possible with their legitimate owner. From a teddy bear found by the cabin crew to a laptop left in the lounge.

The team uses all available information like seat number, phone numbers and public social media details to reunite passengers with their belongings. Very often the Lost & Found team is able to surprise passengers by returning their personal belongings before they have even missed them. Despite the challenge of locating the owner, first results show that over 80 percent of the found items can now be reunited with their owners.

How it works
Air France-KLM SVP eBusiness Martijn van der Zee earlier this year explained to Dutch publication Marketingfacts how the new service works.

“The current situation is that if a passenger forgets his or her iPad on board and walks through customs, all we can do is to refer to the airport. This is very frustrating, especially when passengers realize shortly after they have left the aircraft that they have forgotten something, contact KLM and we can do nothing for them. The lost and found process can take a few weeks instead, which gives an enormous bureaucratic feeling. We know this is a weakness and we mostly know that through social media.”

“We have now appointed two people at the airport who constantly look for things that are lost. They walk past the gates to collect items and then try to find the owners on the spot by approaching them, often via social media. In many cases passengers have not even realized yet they have forgotten something and really go out of their minds when they receive their lost item back.” Read full article »

KLM first airline to let passengers pay ‘socially’ via Facebook or Twitter

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By Raymond Kollau, airlinetrends.com

With over 5 million Facebook fans (the most of any airline in the world) and more than 800,000 followers on Twitter, and a wide range of social media initiatives, the KLM brand has become synonymous with social media innovation. In terms of social service, the airline was recently voted as the top ‘socially devoted’ company in the world by social metrics company SocialBakers and for example every 5 minutes displays the actual social media response time via Twitter and Facebook and the airline’s 130 social media agents respond to some 35,000 queries on Facebook and Twitter each week.

KLM’s social media strategy is based on three pillars according to the airline: Reputation, Service and Commerce, stating that “Commerce is the more challenging component of our strategy. Few companies have successfully derived revenue from social media, but we aim to be among those that do.”

Social payment
According to KLM, customers are already able to arrange extra services through social media, but until now payment has taken place over the telephone. However, as customers have regularly indicated that they would like to pay online through its social media channels, the airline decided to explore the posibilities of ‘social payment’.

Explains Frederiek Filippo, Social Media Service Agent at KLM, who came up with the social payment idea: “With around 130 employees at the ready, we respond quickly. With payment required for an increasing number of requests, I wanted to find a more ‘social’ solution. We try so hard to be a one-stop-shop, so the last thing you want to do is bother customers with another call.”

How it works
Similar to booking a ticket via the telephone, customers can inquire the best fares for their preferred date of travelling via social media and when they want to book the ticket, KLM sends a link to the customer in a private message on Facebook or Twitter. The customer can then select their preferred method of payment and complete the transaction.
Read full article »

Innovative airline marketing campaigns that stood out in 2013

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In order to connect and engage with ever more experienced, connected, and informed consumers, who routinely ignore the commercials and ads thrown at them, airlines around the world are becoming more sophisticated in their marketing activities and are finding new ways to break through the advertising clutter. As such, we are witnessing the birth of many creative campaigns from airlines, be it experiental, social, mobile, digital or traditional media initiatives.

Airline Marketing Benchmark Report
Airlinetrends.com and SimpliFlying have teamed to produce a premium monthly Airline Marketing Benchmark Report, which features the most innovative marketing campaigns recently launched by airlines around the world. Each month’s report contains 15 new case-studies that inform and inspire airline marketers and creative agencies how other airlines are making a difference with their marketing-communication campaigns. So far, we have published 16 editions, reporting on over 200 airline case studies.

Clients that have subscribed to the monthly service include LAN, Turkish Airlines, Qantas, Etihad, AerLingus, Boeing and Google. Learn more »

Innovative campaigns in 2013
To recap 2013, we have selected half a dozen innovative marketing campaigns launched by airlines in the past year that in our opinion do a great job connecting with today’s mobile and connected consumers who are looking for engaging experiences.

1. Airlines embrace their inner tech-geek

One of the hardest marketing messages to convey is that you are current and understand the market, with Silicon Valley favourite Virgin America being one of the best examples. Recently, airlines such as Delta, American, and British Airways are embracing their inner-geek to stay ahead of the trend-curve and cleverly positioning themself as geek-chic, showing up at conferences such as TED and SXSW and originizing travel hackatons. Read article »

2. BA digital billboards interact with aircrafts flying overhead

BA has custom-fitted digital billboards with surveillance technology that detects and activates the billboards when the airline’s flights pass overhead. Located in in London, when the billboard ‘detects’ a BA flight flying below the clouds that is visible to passers by, a child starts running, pointing up to the sky – chasing the airplane. Read article »

3. AirBaltic’s BalticMiles app rewards frequent fliers for burned calories

BalticMiles’ new ‘Burn The Miles’ app offers rewards to frequent fliers who jog enough to burn off the same number of calories as miles they have flown. Passengers are challenged to match every mile they fly with a calorie burned in the space of 24 hours after they land, tracked using the smartphone’s built-in accelerometer. Read article »
Read full article »

Airline Marketing Benchmark Report – edition #15 out now

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In order to connect and engage with ever more experienced, connected, and informed consumers, who are demanding dynamic, real-time conversations and updates from brands they love and follow, airlines around the world are becoming more sophisticated in their marketing activities. As such, we are witnessing the birth of many creative campaigns from airlines, be it experiental, social, mobile, digital or traditional initiatives.

Airline Marketing Benchmark
Airlinetrends.com and SimpliFlying have teamed to product a premium monthly Airline Marketing Benchmark Report, which features the most innovative marketing campaigns recently launched by airlines around the world. Each month’s report contains 15 new case-studies that inform and inspire airline marketers how other airlines are making a difference with their marketing-communication campaigns. The current November report is the 15th edition in the series and if you haven’t subscribed yet, you’ve already missed out on over 200 great airline case-studies! Read full article »

Qantas trials location-based ‘social listening’ in its airport lounges

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By Raymond Kollau, airlinetrends.com

Airlines such as KLM and Delta are among the carriers that are the most advanced in monitoring social media such as Twitter and Facebook for passenger inquiries and feedback. KLM’s Social Media hub, for example, employs around 100 staff that respond to social media conversations within the hour, 24 hours a day, in ten different languages.

Location-based social listening
However, to allow airlines to pick up a conversation on social media about their brand, the messages have to feature the airline’s name or a strong reference to it.

Qantas is now trialling technology from Australian start-up Local Measure to help it monitor social media conversations by passengers sitting inside its airport lounges, regardless of whether the user mentions Qantas by name.

The airline already uses other social media monitoring tools such as Salesforce.com’s Radian6 for word-based search but people don’t necessarily mention keywords like ‘Qantas’ when they share for example an photo taken inside the Qantas Club Lounge.

The Local Measure tool will pick up social media conversations in a specific location, but only if the consumer has chosen to share their location by turning on geo-location in Twitter or checking into a service such as Foursquare or Facebook Places.

Positive conversations
Qantas Head of Digital Communications, Jo Boundy, tells Australian business magazine Business Review Weekly that the airline’s the social media team, which sits within the marketing department, is tapping into the positive feedback for its content marketing strategy. “It’s insanely positive and that’s been a real contrast to what you see on our Facebook page, which is pretty toxic, it’s a complaint forum and the people there are not always our customers,” Boundy says.

“We can amplify [positive feedback] but it’s so much more powerful when it’s not us talking about ourselves but customers talking about their experience or even better when it’s celebrities because of their huge following.”
Read full article »

The Social Tree at Singapore Changi Airport lets passengers leave a ‘digital memento’

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By Raymond Kollau, airlinetrends.com

Singapore’s Changi Airport has just unveiled an interesting art installation, called The Social Tree, which plugs into a trend dubbed “Life Caching” by trendwatching.com

At close to nine metres tall and 11 metres in diameter, The Social Tree is surrounded by eight touch-screen photo booths that enable travellers to ‘attach’ their photos onto the colourful and animated crown of the structure, which is made up of 64 giant 42-inch high-definition screens. Together, the screens offer a 360-degree display of various animated backgrounds including a mystical forest, a deep sea environment, and the Singapore skyline. Travellers can also post photos and videos taken at the booths on their social networking profiles.

Passengers are encouraged to store their photo/video memories with a unique login & password combination, inviting them to become part of Changi Airport’s history by leaving behind a photo or video of themselves which will be kept for decades to come. Travellers – and their families – can retrieve and re-live their digital memories at Changi Airport from this “memory capsule.”

Comments Yeo Kia Thye, SVP for Airport Operations, Changi Airport Group, “We live in a world where digital communities form part of our everyday life. We see hope to see The Social Tree grow into a digital community at Changi Airport, offering a connection over time for our passengers who may pass through Changi many times in their lives. It also provides a social element for our more than 52 million passengers each year to reach out to family and friends.”

The trunk of The Social Tree is made up of 100 aluminum bars that uses LED lighting, producing an array of colours. The installation is located at the center of Terminal 1, immediately after the immigration counters.

The Social Tree follows the upgrading of Singapore Changi’s Terminal 1 last year which saw the installation of a so-called ‘Kinetic Rain’ sculpture in the Departure Hall of T1.

Passengers on Delta’s ‘Beta Plane’ can submit their ideas via Wi-Fi

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By Raymond Kollau, airlinetrends.com

We have reported several times before how airlines and airports are teaming up with the general public in order to generate ideas for new products and services.

As this trend matures, airlines such as KLM, SAS and Finnair have gone beyong incidental crowdsourcing campaigns by launching broad co-creation programs to improve the passenger experience.

KLM ‘Bright Ideas’, for example, asks Facebook fans to share and discuss their ideas to improve KLM’s products and services. Scandinavian Airlines’ ‘My SAS Idea’ is an online community where anyone can share their ideas and others can join in to further improve on each idea. Finnair’s Quality Hunters – now in its third year – invites a select group of enthusiasts to come up with ideas which are then shared online with the larger community.

Delta ‘Ideas In Flight’
In 2011, Delta teamed with “scientists and thinkers” conference TED (slogan: “Ideas Worth Spreading”) to generate innovative crowd-sourced ideas to improve the travel experience. Called ‘Ideas in Flight’, the program uses curated TEDTalks as thought-starters to inspire participants across technology, entertainment, design, etcetera. Ideas could be submitted through a dedicated tab on the Delta Facebook page.

In February of this year, Delta launched the second edition of Ideas In Flight. Similar to the 2011 edition, any Delta Facebook fan could contribute via Delta’s Facebook page and a voting system allows Delta and users to see what ideas are popular, and which ones will be considered to be implemented on the flight.
Read full article »

Eindhoven Airport rewards Facebook VIP’s with designated parking spot and fast track

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By Raymond Kollau, airlinetrends.com

Eindhoven Airport, the Netherlands’ second-largest airport, has embraced social media technology in a novel way by offering a select number of its Facebook fans several perks when they fly via the airport.

Anyone who likes Eindhoven Airport’s Facebook page and is due to fly from it can sign up to its ‘VIP’ scheme, and two fans are selected each month from the pool of entrants. The ‘VIP fans’ can then enjoy the benefits of one free airport meal (breakfast, lunch or dinner – flight-time dependent), fast-track security screening, personal accompaniment and free parking at a designated Facebook-marked spot in a prime location near the terminal entrance point.

The Eindhoven Airport Facebook VIP programme sign-up process is straightforward. Once the airport’s Facebook page has been ‘liked’, there’s a simple form to complete, requiring users to input their name, date of birth, email address, telephone number, the number of people travelling, the date of travel and the relevant flight number. Video of the program here.

Social media presence
In the past 7 months, Eindhoven Airport has added over 11,000 fans on Facebook and with the Facebook VIP scheme the airport wanted to do something in return for its online fans. Says Eindhoven Airport’s CEO, Joost Meijs, “Eindhoven Airport is working very hard on its online presence, with regularly the highest engagement rate on Facebook of all Dutch airports and the sixth position in the list of most popular check-in spots in the Netherlands. With a rapidly growing number of Facebook fans the time was right for us to offer our fans something extra.”
Read full article »

The State of Airline Marketing 2013

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DOWNLOAD THE FREE REPORT

By Raymond Kollau (airlinetrends.com) & Shubhodeep Pal (SimpliFlying)

Airline marketing is undergoing a phase that’s exceedingly exciting, unpredictable and creative. Faced with ever more experienced consumers, who routinely ignore the commercials and ads thrown at them, airline brands are finding new ways to break through the advertising clutter to reach and engage consumers.

Besides dreaming up experiental marketing and creative – traditional media-based – initiatives, airlines around the world are equipping themselves with the tools and know-how to conquer the digital marketing revolution, experimenting with new social media platforms and launching mobile campaigns that link the online with the offline world.

Airline Marketing Benchmark Report
In today’s fast-moving environment, it is important not just to be creative and innovative yourself but to be more striking than your immediate competition as well. However, given the speed at which things move in digital media, it is no easy task to stay on top of the latest trends, fads and innovations.

Over the last six months, SimpliFlying and airlinetrends.com have published a premium Airline Marketing Benchmark Report. Published monthly, the report contains a selection of 15 of the most innovative marketing and advertising campaigns launched by airlines around the world and assesses their impact.

Across the close to 100 innovative marketing initiatives that have been featured to date, we have identified EIGHT TRENDS that range from experiental to location-based, co-creation and social loyalty initiatives and which reflect the current state of airline marketing:

1. EXPERIENTAL
Faced with ever more experienced consumers, who routinely ignore the commercials and ads thrown at them, airlines are finding new ways to break through the advertising clutter and are turning to brand experiences in order to capture the imagination of today’s consumer.

2. SOCIAL CARE
Today’s traveler is always tuned in to his social networks via a mobile device while travelling. In times, when frustration with a product or service can be vented (and spread) in an instant, it is important for airlines to tackle the problem at the place where it occurs, building goodwill as well, since everyone can see the responses.

3. ON LOCATION
Brands want to reach customers where they are. Instead of pulling customers and users out of their comfort zones, airlines are increasingly “going to the customer”. And what better way to do this than to design initiatives based where you are located?

4. BACK TO REALITY
Airlines have woken up to the need to connect with “real” people. There is a growing focus on everyday people, away from stereotypes, supermodels, celebrities and professionally made pictures/videos and airlines are seeking user-generated content or for example feature airline staff that share their day-to-day life.

5. CROWDSOURCING
Airlines have used crowdsourcing as an effective means to a variety of ends such as product innovations, for a tablet application, loyalty tier rewards and for improving hand luggage respectively.

6. VIRAL VIDEOS
In today’s online arena, those brands that come up with a creative and compelling ‘traditional’ commercial will be rewarded for their creativity as their work will spread very fast around the world.

7. SOCIAL LOYALTY & GAMIFICATION
Airlines are tapping into location-based services to track loyalty in terms of repeat visits as well as social advocacy. By offering real-world rewards to fans and followers who promote their brand online, airlines add an element of gamification to their marketing.

8. MEME JACKING
An internet meme is a concept that spreads from person to person via the internet. It can be anything from an image to a video to a hashtag. The popularity of internet memes and their deep association with the “internet culture”, makes them an effective marketing tool for airlines to create buzz around their brands.

Virgin Atlantic takes to the streets of Boston to surprise its Twitter followers

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By Raymond Kollau, airlinetrends.com

Airline marketing is undergoing a phase that’s exceedingly exciting, unpredictable and creative. Faced with ever more experienced consumers, who routinely ignore the commercials and ads thrown at them, airline brands are finding new ways to break through the advertising clutter to reach and engage consumers.

Surprise
We have seen airlines such as Virgin America, Delta, Brussels Airlines, SAS and airBaltic use the luggage belts in the baggage claim area to surprise passengers with free gifts to celebrate Christmas, Easter or Valentine’s Day, while LAN has surprised patrons of restaurants in the US with a free ticket.

Effective airline marketing today employs a hybrid model. The pervasiveness of Internet and social media users almost necessitates the adoption of marketing tactics that involve both the online and offline spaces. Even when the real initiative happens offline, airlines, more often than not, depend on their online audience to spread the buzz. For example, combining social media with real-world interactions, KLM a few years ago created a ‘Surprise Team’  at Amsterdam Schiphol Airport that randomly surprises passengers that have checked-in at KLM venues on Foursquare with ‘little acts of kindness.’

Virgin Atlantic#FITFOO’
Recently, Virgin Atlantic started it’s new advertising campaign, and similar to British Airways’s ‘To Fly. To Serve.’ campaign, the strapline ‘Flying in the Face of Ordinary’ is less of an advertising slogan, and more of a company philosophy. Virgin Atlantic have now taken this to the next level to prove it’s not just a saying, but a belief.

In March, the airline took to the streets of Boston to brighten up an otherwise grey and rainy day. Scouring social networking site Twitter, Virgin Atlantic hunted for @VAAintheUSA followers to provide them some one-on-one attention to  add a splash of colour to their lives. A team of Virgin Atlantic cabin crew in a bright red Mini Cooper visited Bostonians in need. Some people received cupcakes, one a bright red poncho to keep the rain away, and others had anything from a pair of hunter wellington boots to bright red scarves and mittens, and even brought a packed lunch to one worker in a furniture showroom.
Read full article »

Virgin America goes social and personal with new IFE system

By Raymond Kollau, airlinetrends.com

Virgin America, probably the most tech-savvy airline in the industry, plans to revolutionise its approach to customer service. Next year the airline will further upgrade its already advanced RED IFE system with a service built on Salesforce.com’s Chatter social messaging tool. This will allow passengers to interact with the carrier via the entertainment screens on the back of seats during the flight to deal with “real-time problems that need real-time answers”, according to the airline’s CEO David Cush. Virgin America already allows passengers to message each other during a flight, but with Chatter they will also be able to interact with Virgin America support staff on the ground.

How it works
A Salesforce.com-based CRM dashboard provides Virgin America customer service agents with information about each customer’s last three interactions on social media and their flight history, which allows them to send a targeted message.

For example, a customer tweeting about being worried about missing a flight will be served up a response via Chatter on the screen in front of their seat with information on how they can make their next connection. Customer service personnel on the ground could also take pro-active action to alert a passenger to a potential problem, such as a bag not having made it on the flight, through a pop-up alert on the screen.

Passengers, meanwhile, will find a personalized environment on their IFE system. For example, Virgin America is looking to not just give passengers details about their frequent flyer points, but also suggest entertainment and food & beverage choices on what they have watched before or eaten on previous trips, as well as airport maps of where they go to make connecting flights. The system also gives all passengers brief profiles on other passengers as a conversation starter for the seat-to-seat chat function.

Furthermore, passengers can contact Virgin America’s customer service staff via the IFE system to ask if they have been upgraded on the next leg of their travel and get quick feedback. When watching a movie, the IFE screen will signal passengers that they have received a notification from the airline.
Read full article »

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