More and more organizations are embracing Social Media as an add on to their existing customer service strategies. Gatwick airport is a recent example.

London Gatwick Airport has recently implemented a Twitter account @Gatwick_airport to receive feedback from travelers. According to Samantha Holgate, the Head of Airport Communications, “…the instantaneous nature of Twitter means that a lot of problems or concerns will be brought to our attention quickly.  Problems and concerns that we will ideally be able to do something about.”

A prominent sign appears next to the Check Information screen announcing the Twitter address.

When asked whether Gatwick Airport would implement a Twitter wall, showing the stream of Tweets directed at it, Samantha Holgate wrote: “There are a lot of families among the 33+ million passengers using us every year, and we can’t have a few people posting inappropriate comments simply with the aim of seeing them appear on screen.” That makes sense to me.

Gatwick_Airport’s Twitter page implies that this site will also be used for customer information and retail offers. Clearly Twitter is designed to be used for more than complaints.

Looking at the Twitter stream, as of this writing, it does not appear to be too busy. And the comments are generally oriented to being helpful rather than dealing with complaints.

Have you seen any other airports promoting their Twitter stream?

Using Twitter’s search facility, using Airport as the search term, the following airports came up as having Twitter streams:

1. CDG airport in Paris

2. Boston Logan

3. BWI Airport (Baltimore Washington International)

4. Martin State, Baltimore

5. London City Airport

6. LAX_Official

7. YVRairport, Vancouver, BC, Canada

8. MCO – Orlando Airport

9. mspairport – Minneapolis Airport

10. HAIAirport – Harrisburg, PA

11. KCIAirport – Kansas City Airport

12. SanDiegoAirport – San Diego

13. INDairport- Indianapolis Airport

14. FlyEUG – Eugene Aiport, Oregon

15. Atlanta_Airport, Atlanta, GA

and the list goes on with airports in the US,  Canada, Europe, Mexico, and other worldwide locations.

Have you seen the other airports prominently displaying their Twitter address in airports you have flown in? Have you used Twitter to communicate with an Airport facility, or receive information, or retail offers?  Leave your observations in the comments section below.


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Adele Berenstein

Adele Berenstein is an Experienced Customer Satisfaction Executive, recently retired from a Large Global IT Organization after a long productive management career including Sales, Marketing, Services, teaching and education center management and most recently, 19 years in customer satisfaction management. She turned around divisions with customer satisfaction problems, implemented measurable improvements and management systems, and implemented programs to prevent problems from ever affecting customers.

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