How Airlines Use Twitter

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Yael Rozencwajg
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My name is Yael Rozencwajg and I specialise in Digital Marketing since 2003.

Founder, director of YOPPS Digital Media Agency providing digital marketing solutions for international businesses, where we realize high-valued Internet services and develop effective online strategies.

As an entrepreneur, my daily activities are focused on the launch (and the evolution) of digital platforms to become wide evolving social networks and helping online communities to enhance their viral communication.

We can also have a good conversation on www.yaelsworld.com where I'm sharing some thoughts about the importance of social utility in our lives and why do we need to engage in conversation with each other.

If you run or manage a business and need help to improve the effectiveness of your digital marketing, feel free to contact me.

While flying back to the states from Toronto, I was curious to see how quickly airlines responded to tweets from consumers. I had seen numerous reports and articles about how the airline industry was utilizing Twitter as a customer service platform, but a part of me was not sure that all airlines were living up to the JetBlue hype.

When my flight from Toronto (via @AirCanada) was delayed I knew I would miss my connection in Chicago (via @UnitedAirlines). The ideal time to send some test tweets.

I tweeted both airlines with a typical message...kudos for Air Canada and a question / request for help towards @UnitedAirlines.

@AirCanada wrote back within the hour.

@UnitedAirlines never said a peep. Or a tweet.

While some airlines are using Twitter as an extension of their customer service efforts, others (@UnitedAirlines) are still not listening.

Tagged Airlines Travel Twitter

Yael Rozencwajg

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