Gatwick puts Twitter on comms runway
Gatwick Airport has added Twitter to its comms portfolio by actively encouraging travellers to post feedback via tweets. The 140-character platform is on trial at the transport with Gatwick aiming to make it a full-time part of its PR portfolio if the current beta proves successful.
“We do already respond to comments via our Twitter feed, however this now takes it one step further by actually integrating social media into the physical space of the airport,” says the head of airport communications, Samantha Holgate. “We’re running this as an initial pilot to gauge interest and to allow us to make the necessary changes to our customer service response and information programme.”
“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.”
