Turning travel woes into advocacy - The Social Element

Gatwick Customer Service

Case Study

Turning travel woes into advocacy

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. Ensuring excellent customer service, with quick response times and the right tone of voice is the way our team was going to make the difference for Gatwick.

It was all about the customer service. How can Gatwick 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? We were ready to take on the challenge.

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.

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. Want more Travel & Hospitality social media insights? Check out our industry page.

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“Thank you to all of you for your support during a very challenging summer when the mystery shopping took place. We’re just delighted with the result.” - Julie Ayres, Passenger communications Manager

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