Since more and more airlines are adopting social media, Twitter in specific, to accomplish things and interact with customers, the fliers are realizing the increasing ease at which they are able to interact directly with the airlines. Southwest Air thinks so, after the 2013 holiday season, the rate in which fliers interact with the industry via social media skyrocketed. This trend will only continue in greater number in the seasons to come. Fliers are realizing how much voice they have in these companies who are almost constantly monitoring their online presence.
By using records that were set in 2012 from the holiday traffic, Southwest has come up with the most frequently asked questions and have posted them on most of their online profiles, and have also prepped responders to respond to these question quickly. In January of 2014 Southwest launched its Listening Center which is powered by Salesforce Radian6, which is a social media monitoring platform that will allow Southwest to engage its customers in almost real time.
Southwest doesn’t stop at using its online presence to reach fliers and potential fliers. In February of 2013, Southwest engaged in a conversation with JetBlue over Twitter. A frequent flier named Phoenix Robles tweeted that “It’s an aviation geek thing, but it SERIOUSLY annoys me when people abbreviate @SouthwestAir as “SW” and @JetBlue as “JB” *….”. This then continued on in a lighthearted conversation between the two airlines. The two airlines continued on in a light hearted conversation over Twitter, throwing around aviation jargon, and making jokes. A third user, Alexa Rae, tweeted both airlines saying, “You guys friends or something?”
It’s nice to see that not only are airlines interacting more with the fliers, but also with each other. Interactions like this speak more for the brand of a company than any amount of advertisement can do. In this interaction, we see the respect and lighthearted genuineness that come from both of these companies. I can only hope to see more interactions like this in the future.