Airlines need to be more active on social media platforms

Most airline staff handling social networking sites for airlines and airports in India are either inexperienced or have no authority to provide real time assistance

Travel News
Travel News

A week ago, when Kingfisher Airlines was getting flak from all corners for cancelling hundreds of flights at the last minute, an aviation blogger travelling from Bangalore to Mumbai tweeted, "On board IT flight from Bangalore to Mumbai, flight almost full." Nearly 12 hours later, he  received a response from the airline's official Twitter handle, "Have a nice flight." 

The blogger, who did not wish to be named, cited this example to explain how people employed to monitor social networking websites in the Indian aviation sector, particularly in airlines, have a scripted job. "If I was working with the airline, I would have instantly re-tweeted that comment since it is a 'plug' coming from a passenger," said the blogger.

Most airline staff handling social networking sites for airlines and airports in India are either inexperienced or have no authority to provide real time assistance, claim frequent travellers active on these forums as per a report in HT by Soubhik Mitra

"Sometimes, I feel that airlines have hired kids for these jobs. Invariably, the response to any complaint is, we regret the inconvenience caused to you," said city-based blogger AJ, who runs a popular travel blog LivefromAlounge.com. "Similar queries sent to US-based carriers such as Delta Airlines or American Airlines result in instant assistance."

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