Gatwick Airport trials Twitter as a customer service feedback tool

Gatwick Airport is trialling a new comms initiative by proactively encouraging passengers to provide feedback on Twitter while still in the airport.

Twitter trial: Gatwick Airport
Twitter trial: Gatwick Airport
The airport is displaying a series of messages on information screens at check-in, encouraging passengers to contact it through the social networking site.

This is the first stage in the airport’s plan to integrate social media and customer service operations. It is being rolled out by Rabbit, the airport's retained social media agency appointed in May.

Assuming the trial is successful, the airport is hoping to use Twitter as a 24-hour feedback tool, which will be used to take the temperature on the ground and deal with passenger comments while they are in the airport.

Head of airport comms Samantha Holgate said: ‘A large part of our £1bn rebranding and investment programme involves us providing our passengers with a more human and personal experience than they might expect from an airport that sees 33 million passengers flying out to over 200 destinations every year.

‘We do already respond to comments via our Twitter feed, however over the next few months we aim to use social media as 24-hour response tool. No matter what time of the day or night, if a passenger is at check-in and has a comment to make, we will be able to capture that comment and where appropriate action it there and then.’

The airport, which was sold by BAA to Global Infrastructure Partners in December, is keen to position itself as the best airport for customer experience in the South East.


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