Inside Southwest Airlines’ social media strategies

Phu Nguyen Event News Leave a Comment

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 is constantly finding new ways to make the brand relevant, engaging, and fun in the social media space. One of its outstanding customer care programmes in social media is the construction of a revolutionary Listening Center, where the airline interacts with nearly 2,000 customers across social media platforms — everything from passengers complaining about delayed flights to individuals praising the carrier for its friendly customer service.

So how does Southwest make social work for them?

Lisa Anderson Goode - Southwest Airlines - 200

Lisa Anderson Goode, Southwest Airlines

Like you, we have plenty of questions that we would love to ask them as well. So we’re delighted that Lisa Anderson Goode, Senior Director Social Business Communication & Outreach, Southwest Airlines is joining us at Aviation Festival Asia 2017 to give us her insights.

Lisa’s talk, “Going social: Integrating real, tangible social into your business model” is scheduled on Day Two, 22 February 2017 at the Aviation Marketing track, where we look at airline marketing strategies in social media, content management, loyalty and customer data analytics.


And there’s more! Other leading marketing experts addressing the Aviation Marketing track include Thai Airways, Ogilvy & Mather, Malaysia Airlines, airberlin, MEC, Firefly, Nok Air, Mirum, U-FLY, Simpliflying & more.

Join us!

Check out our website here to see how you can get involved.

Want to join us as a guest speaker? Email me at

About Aviation Festival Asia
Now entering its 13th year, Aviation Festival Asia is one of the largest and most well-established commercial aviation shows for airline and airport executives from both the Asia Pacific region and across the world. In 2017, we are expecting to welcome over 2,000 attendees to the event, with over 900 airline executives across 7 premium conference tracks covering full service and low cost airline strategy & business models, passenger experience, marketing, IT systems, retail, human capital and more. Book your ticket now

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