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#MaukaMauka Social Media Success

How World’s Best Airports Use Social Media

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Competing Airports

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Social Platforms 184,447

Fans 12,813

Followers

837 Twitter Mentions(Last 30 Days)

780K Check INs

Reviews

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Delhi Airport is highly active on Social Media

Posts to promote inter-bound food outlets

Posts related to General Awareness about Airport and Airlines

Frequent contests for fans

Information and launch news of Airport facilities and features.

It uses the content strategy of consumer brands.

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Posts to promote inter-bound food outlets

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Posts related to General Awareness about Airport and Airlines

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Frequent contests for Fans

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Information and launch news of Airport facilities and features.

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Delhi Airport never misses to wish the passengers for great flight.

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Delhi Airport uses Social Media to get reported about passenger’s lost belongings .

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Delhi Airport uses Social Media to get reported about complaints pertaining to infrastructure.

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Drawback in Social Media Response Handling

9:11 PM Report Time

9:21 PM Response Time

The only drawback found in Delhi Airport Social Media Management system is delay in response time. Airport is a place where real time response is of upmost importance. Passengers are not going to stay at Airport forever. In the given example even the 10 min late reply missed the chance to serve the passenger’s query as she had already boarded the plane.

Delay in response time

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Social Platforms 652,999

Fans 35,652 Followers

2,054,071 Check INs

Reviews

20.5K Followers

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Posts about passenger engagement activities and events.

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Encouraging passengers to click pictures with Airport Facilities and Attractions.

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Promotions of inbound Brand outlets and food outlets.

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Airport attractions and facilities overview

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Contest for passengers and fans on social media.

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Changi Airport addressing the Passengers concerns.

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Social Platforms 91,960

Fans 10,550 Followers

1,133,207 Check INs

Reviews

20.5K Followers

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Announcement of strikes and shut offs

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Lots of interesting contests

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Sharing the historical facts of Munich Airport

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Munich Airport frequently posts the Information about Airport Equipment, to make the passengers feel at a safest environment

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Munich Airport uses Social Media for Job Postings

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Munich Airport helping passengers find their lost belongings on Social Media

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Passenger’s concerns are addressed very effectively

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The security check related issues can also be reported through Social Media, although it’s not their area of business

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Miscellaneous Best Social Media Practices by International Airports

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1 Tackling Xaver Strom by Hamburg Airport Back in 2013, Hamburg Airport did a commendable job to update the status of Xaver Storm approaching. The Airport continuously provided it’s passengers with fresh updates about flight cancellations and resumes. It also encouraged fans to record and share videos how the Airport managed to do all these behind the scenes.

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2 “Share Your Food” Campaign by Schiphol Airport

Schiphol Amsterdam Airport introduced a 'Share Your Food, Feed a Child' social media campaign on behalf of UNICEF. Participants can visit the campaign page via www.schiphol.nl/shareyourfood and select their favorite restaurants and dishes at Schiphol Airport. After approval has been given by a participant, the selected restaurant and dish will be posted on the participant's Facebook wall and "shared". HMS Host and SSP will donate 20 euro cents per shared dish to UNICEF, which will use these donations to help treat severely malnourished children

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3 Use of Barcodes to guide through upgradation program by Gatwick Airport London Gatwick Airport is the first Airport to install the Barcodes at their construction sites. The passengers can download the Gatwick sticky bits Application on their phones and scan the barcodes. This will result in a audio/video demo of what this construction site is going to be look like. This not only pre promoted the brand outlets and airport facilities but also made the construction sites more interesting. It gave a new taste to the dull construction environment

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