Turning travel woes into advocacy - The Social Element


Turning travel woes into advocacy

The Challenge

Airports are busy around the clock and Gatwick Airport in London is no exception. Customers use social media at the airport and in airport-related discussions at all times of day – and night. How can the airport ensure customers are well taken care of in social? How can they harness these conversations, turn them into advocacy and continue to increase engagement on its social platforms when so much of it happens outside of business hours?


of Gatwick’s customer engagement is managed by The Social Element

The solution

Our teams work whenever the airport’s team cannot: evenings, early mornings and weekends. We’re there to manage Gatwick’s communities and ensure the airport’s social customer care channels operate continuously. Through this partnership, someone is always there when customers need help and good content never goes unnoticed.


customer queries and issues answered each month

The Results

Our teams account for over 70% of Gatwick’s customer engagement, and we help the airport turn negative experiences into positive ones. This led to the airport becoming known for its outstanding customer service and helped them win several awards for it, including Airport of the Year at the London Transport Awards – the third such award in less than one year – with the organisers praising Gatwick’s strong customer service.

Top 50

ICMI’s Top 50 Companies for Customer Service in 2016

“Their whole approach is very much “can do” and focused on providing great service to our business.”

Julie Ayres, Communications Manager, Gatwick Airport

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