We've seen enough Twitter accounts and Facebook pages for airlines. Many appear to fail to make their social media presence felt by passengers and the public. As social media become more prevalent, how do you make your social media presence relevant to your passengers?
Here's what KLM did in winter 2010.
KLM concluded their "social media experiment" very nicely:
In the age of social media, doing something that create a real smile on somebody's face is much cooler than attaching a smiley face. But most importantly it seems that indeed an airline could use social media to both surprise and make a small difference to a passenger's day, and we're not just guessing that, we know, because they told us, and their friends, massively.
With the passengers they surprised in winter 2010, they generated more than 1,000,000 impression... on Twitter alone. Not bad!
KLM continued the program through summer 2011, but the site, http://surprise.klm.com only shows that it went up to 18 August 2011. Whatever happened to this program? Is it still on?