Gatwick Airport wants travelers to tweet their feedback while at the airport

London Gatwick Airport is actively encouraging travelers at the airport to post complaints, feedback, and suggestions in 140 characters or less via Twitter. As part of a pilot programme, information screens in the check-in areas display the following message – “Are you on Twitter? Get in touch with us @gatwick_airport and let us know about your experience at Gatwick today”.

With this new initiative Gatwick Airport has basically set up a customer service system that addresses traveler’s needs in real time. Gatwick has been active on Twitter since August 2010, and often responds to comments, but according to the airport, “this now takes it one step further by actually integrating social media into the physical space of the airport”. Twitter replies from staff are currently only offered during office hours, as most other airports and airlines do. The plan however is to extend the Twitter service to run 24 hours a day.

Gatwick recently launched a new brand identity and is investing GPB1 billion in new facilities. According to head of communications, Samantha Holgate, “A large part of our rebranding and investment programme involves us providing our passengers with a more human and personal experience. As a result, we are using online social tools as a way of talking and responding to customers as they pass through our doors. Over the next few months, we aim to use social media as 24 hour response tool, so for instance no matter what time of the day or night, if a passenger is at check in and has a comment to make, we will be able to capture that comment and where appropriate action it there and then”.

There are no plans, however, to display actual tweets from the public on monitors at the airport itself, although the agency responsible for rolling out the project said that the information tweets that Gatwick posts on Twitter may be displayed on monitors in the near future as well. 

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