In the last post, we saw how London Gatwick Airport was using social media to provide additional services to its fliers. Are they alone, or have they started a trend? Have the fliers even noticed, and if so has this increased the airports traffic? In this post we will look at other airports and how well they are or are not using social media, specifically Twitter.
According to the U.S. Department of Transportation and the Federal Aviation Administration or FAA, there are over 19,700 airports in the United States. Out of those only 503 currently provide constant steady commercial service. So far, out of the 503, only about 50 have an official presence on twitter. As we saw with London Gatwick Airport, their twitter presence has a pretty big following, and we can see how they used twitter and other social media, such as SoundCloud, to make their customers happier. Why should other Airports be concerned with their presence on Twitter? Well Twitter really is a great platform for any business because it allows immediate feedback and conversation. This may be especially useful for airlines to be able to send updates on flight times and delays. Maybe not for the fliers in the airports, but it would certainly be helpful for relatives and family members who are supposed to be picking up their fliers. Say a plane is mid-flight and has left an hour late. If you are supposed to pick your friend up at 6 P.M. and you aren’t tracking your flight on the computer, you could get a tweet sent from the airports official twitter telling you the status of the flight.
A more comical, but still useful example comes from Ronnie Garrett, in which a director of an unnamed airport tells the story about a man who was in the bathroom and ran out of toilet paper. The distressed man then tweeted to the airline’s official Twitter and the staff was then able to solve the problem. This story is silly, but it goes to show how effective immediate social media services like Twitter could be to airports. Emergency updates could also be broadcast this way. Most of the time you can’t understand what the announcer is even saying , between the noise and poor speakers.
In Agnes Huff’s article she mentions some other ways in which major airports are reaching their fliers with Twitter. Some of the examples are; San Diego Airport who tweeted about a water main break to 8,105 followers, and Harrisburg Airport who had a discussion with an unhappy flier due to a long wait time for 5,725 other followers/customers to see.
As we can see, the airports using social media services like twitter have been met with generally positive remarks from their fliers. So why aren’t more airports doing this? Well once again it goes back to man-hours. Airports aren’t willing to pay someone to update social media sites frequently. David McMullen finds that only 7.4% of all airports invest over 150 man-hours per month to social media. Only time will tell whether or not investing more money and work into social media platforms will pay off for airports or not.