London City Airport claims social media edge
05.10.11
London City Airport has said that its use of social media has resulted in a loyal customer base that is three times more likely to engage with it using Twitter and Facebook compared with other UK and European airports. Most recent customer satisfaction scores have been at an all-time high, with a rating of 8.7 out of 10, higher than at any other South East airport, and its 'strategic use of social media' is seen as an important contributor to this rating.
A continuous and consistent response to customers’ online questions and concerns has resulted in a year on year increase of followers and fans and social media is now viewed by the airport as a key tool for keeping passengers informed and up to date with their travel plans.
Matthew Hall, chief commercial officer, London City Airport comments: ‘Social media has transformed the way the airport communicates and has interacted with customers over the last two years. We are delighted to be recognised as the leading European airport in this field.'
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