Airlines give customer support and announce promotions on Twitter. Their presence on the micro-blogging social media site has won them great gains, as well as cost them a couple PR black eyes.
Take Southwest for example.
Its airfare promotions and other tidbits announced on the site have resulted in its Twitter account gaining more than 1 million followers. Whenever the company makes an announcement, each one of those followers hear about it directly. That kind of promotion cannot be bought.
On the other hand, when movie director Kevin Smith ran into a seating snafu with the airline, it created a fair amount of backlash for the company as the spit hit the fan on Twitter. With the highs, so come the lows.
Social media accelerates both gains and losses for companies who utilize services such as Facebook and Twitter.
InventorSpot.com looked at how social media benefits airports that use it, and how untapped potential in the industry still runs rampant.
It pointed to how Minneapolis-St. Paul International (MSP) offers online discounts that can be accessed via smart phone and presented to an airport retailer or restaurant for a discount.
The site then wonders how AirMall at Pittsburgh International (PIT), home of the highest grossing retail sites at a U.S. airport, would fare if it adopted a similar approach.
Read the complete article and its analysis here, and let us know in the comments how social media has affected your aviation business — or your experiences with aviation businesses — for better or worse.