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Inside Southwest Airlines’ social media strategies

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Southwest Airlines, which transports more than 100 million people a year, has long put customer service at the centre of its business. Today, it is investing in social media as a complement to other marketing and customer service channels. Indeed, Southwest is the most “LUV’d” airline in social media! The airline has a small, but mighty, social media team that …

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CIOs from AirAsia, Garuda Indonesia & Vistara on how aviation is going digital

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Every part of our lives has been digitised. Every industry and every organisation will have to transform itself. The whole tech industry is changing at a phenomenal pace right now. Airline executives around the world see the need to invest in digitising their business—to improve customer experience and streamline operations. While many leaders claim that they have the vision to change, …

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Creating the “wow” factor: Jet Airways talk innovating their passenger experience

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As customer expectations across most industries continue to rise, a new benchmark for quality travel experiences has emerged. Airlines, in response, are working to streamline the customer journey, provide more personalised product offers, and deliver memorable in-flight experiences. Jet Airways has made headlines in news recently on their continuous efforts to improve the passenger experience, including the launch of wireless in-flight …