Airlines, airports now responding to Twitter grouses

Mumbai: Anand Mahindra, vice-chairman and MD of the Mahindra group of companies, tweeted from London airport on Tuesday evening.
"Hour on tarmac at Heathrow because gate was blocked and then new gate didn't work so down the stairs. Everyone quiet because it's UK, not Mumbai?"
Before that tweet could cause much twitter on the social networking site, Heathrow airport officials responded. A pleasantly surprised Mahindra forwarded the Heathrow tweet. "THAT is customer-centric. @HeathrowAirport: Hi Anand, that doesn't sound too good. We'll pass this on to our terminal teams... enjoy your stay."
What started as a B2C (business to consumer) tool last year when some airlines in the US got active on social media networking sites to promote their products and offerings has inadvertently turned into a platform where even the most mundane of passenger queries and complaints get an instant response. Anyone who has ever tried the traditional modes of communication — like calling up an airport/airline's customer support/care number — would instantly understand the appeal that zero-hassle options like Twitter, Facebook, YouTube, Flickr and online blogs hold. For flyers, it's the latest and best vehicle to connect with airports and airlines, which have played the role of an indulgent service-provider, so far.
03/09/10 Manju V/Times of India

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Categories: Foreign Sep 2010, Indian Aviation- In General Sep 2010, New Sep 2010