As I listen to all the capabilities of the newest IFE systems and advantages of connectivity, I keep coming back to the same question - are airlines operationally prepared to handle real time customer service in an online environment?
For example, if I’m a passenger on a plane and have an issue in-flight and I reach out via Twitter, other online platform or integrated tool, is the customer service team at the airline equipped, trained and ready to solve my problem before I land?
I was curious to see just how the industry (at least those using Twitter) responded to the 2011 Airline Passenger Experience Annual Conference and Exhibition last week. So I spent a little time analyzing the sentiment of tweets that used key phrases and hashtags.
Since my job is to focus on all things marketing, I follow several online publications. One of my favorite’s, Hubspot, recently produced an Online Marketing Opportunity Report. At first, I was greedy and kept the information to myself. I’ve repented though and decided to share the valuable information with the industry.
Airline Solutions Insider has one simple objective: find and share the most thought-provoking and salient IFE&C news on the Internet. Our goal is not to promote digEcor and its products. But rather, participate responsibly in the IFE industry by starting discussions and joining conversations that are already happening online.
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