Gatwick Airport is undergoing a major reconstruction project. Rather than unsightly wooden barriers, Gatwick has used the space to engage with users of the airport. On various construction locations, they have a supersized Barcode along with messages for users to scan the bar code on their cell phones and see how the station is being built. An application available for smart phones (iPhone and Android phones) will turn that picture into a link where users of the smart phone can access the Gatwick Discovery Tour. While this is an interesting adoption of new technology Gatwick inadvertently left out many travelers. Read why.

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.

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