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Virgin America Launches First In-Flight Social Network With #PlanePitch Twitter Contest

Virgin American Here on Biz social networking app

The ability to access your social networks while in the air is nothing new; many airlines offer in-flight WiFi (for a price) within the US. But Virgin America is now offering the first in-flight social network in the US, allowing fliers to connect directly with other passengers on the flight, and with travelers landing at their destination airport. Read →

KLM Now Displays Social Media Customer Service Response Time

KLM To Launch 'Social Seating' Service

KLM Royal Dutch Airlines today announced that it would begin displaying its social media team’s live response time in the header of its Twitter account and on the customer support page at It will also be visible on KLM’s global Facebook page shortly. Read →

KLM To Launch ‘Social Seating’ Service

KLM To Launch 'Social Seating' Service

KLM is planning to launch a “social seating” service, where passengers will be able to link their social media profile to their check-in information, and then choose a seating partner based on the social media profiles of other passengers. Read →

KLM Launches 24Hr Social Media Customer Service With Live Replies Via YouTube, Twitter

KLM Innovative Social Media Campaign: Live Replies to Tweets

KLM Royal Dutch Airlines’ latest endeavour, meant to promote the launch of a new “24-hour service to social media,” involves posting videos on YouTube of live replies to tweets sent to @KLM. This innovative campaign was announced via Twitter on September 19, and ran from 12 noon until late in the evening. Any tweets sent to @KLM might receive a ‘KLM Live Reply’ – KLM employees lined up holding letters to become a ‘living alphabet’ 140-character response. Read →

Realtime Customer Service Case Study: @DeltaAssist at #RLTM NY 11 [Best of the Backchannel]

Delta Twitter Avatar

Part 15 of our summary of tweets from #RLTM NY 11 Realtime Conference attendees. These tweets summarize the Case Study titled “The Realtime Brand From 30,000 Feet,” presented by Allison Ausband, Vice President, Reservation Sales and Customer Care, Delta Air Lines. Read →

How Music Fans Used Twitter to Get KLM to Provide Them a Plane

KLM logo

A lot of folks from the Netherlands wanted to attend the Ultra Music Festival and related parties in Miami this coming March, but were upset that no nonstop flights exist between Amsterdam and Miami. So a group of folks in the Netherlands threw a challenge to Dutch airline KLM: if we can get 351 people […] Read →

Airline Crisis Management: When Twitter Outpaces Corporate Communications

A Qantas Airbus A380 this week suffered engine trouble on a flight from Singapore to Sydney, Australia – one of the passengers said the engine exploded with a bang and parts dropped off – and made an emergency return to the airport. No one was injured, but Qantas suffered some reputation damage with the way […] Read →

Delta Air Lines Uses Twitter to Solve Issues in Real Time

When a passenger on Delta Air Lines recently missed a connection in Atlanta en route home to Utah from South Carolina, he didn’t rush up to the ticket counter. He simply sent a tweet to @DeltaAssist. Within minutes, the airline had rebooked Read →

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