How Twitter Can Help or Hurt an Airline
Jul 17, 2009
When a basketball-size hole opened earlier this week in the fuselage of a Southwest plane, which was rerouted and landed safely, Twitter helped the airline manage the story.
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Best Practices: From First To Worst - Continental In A Post United World, Lessons In Next Gen Custom
Mar 2, 2012
Despite the numerous attempts by CEO Jeff Smisek to gloss over the issue with increasingly slicked up, feel good, on board welcome ads, Continental’s customer satisfaction numbers have reached the abyss of United’s. While United Holdings may tout their most admired status in the airline industry by Fortune, the award is measured by corporate executives, airline executives, boards of directors and industry analysts
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The Case of the Disappearing Airline
Mar 1, 2012
When you get into work on Monday you’ll find that the Continental Airlines brand has vanished for good. That’s when the airline and United, the 4th and 3rd largest carriers respectively, will adopt a single passenger reservation system.
Disney merges offline, online with Google Goggles mobile campaign
Nov 17, 2010
Google is working with five brands—Disney, Buick, Diageo, T-Mobile and Delta Airlines—to extend some of their offline marketing to the mobile Web via its image recognition application.
A Rant on the Airline Industry
Apr 28, 2010
For all of the talk about the empowerment of the customer, some industries seemed to have missed this entire conversation. Frankly, airlines (and others, like banks) continue to run their business in complete defiance of anything like putting their customers first. Remember United Breaks Guitars? Today that video has 8,395,275 views. Given the complaints I'm seeing, I'm not sure that United learned anything from that experience.
From Pampers to Pizza: How Travel Industry Has Taken on Volcano
Apr 22, 2010
After a week in which an estimated 102,000 flights were canceled in and out of Europe due to the Icelandic volcano eruption -- costing airlines, travel agencies and the like tens to potentially hundreds of millions of dollars -- nearly every airline was back on schedule today as airports lifted travel restrictions. Even so, an estimated 250 people were still stuck at JFK and living in a veritable "Cot City" on the fourth floor of Terminal Four, waiting to be re-booked or fly stand-by, meaning it was another day for marketers to try to engender some goodwill for their respective brands by offering aid to frustrated flyers.
US Airways, United in Talks
Apr 8, 2010
UAL Corp.'s United Airlines and US Airways Group Inc. have resumed discussions of a potential merger that would create a global behemoth, people familiar with the matter said Wednesday. The talks are the latest in a decade long dance between the two big airlines and have recently heated up after months of off-and-on conversation, these people said. The talks aren't that far along and could falter again, these people said.
American Sweetens Offer as JAL Shares Plunge
Jan 12, 2010
American Airlines and its partners in the Oneworld alliance sweetened their offer to Japan Airlines to $1.4 billion to keep the struggling national carrier from joining hands with rival Delta Air Lines. The announcement came as JAL shares plunged 45 percent to a record low, wiping out nearly $900 million in market value, on growing expectations the airline is headed for bankruptcy and a delisting from the Tokyo exchange.
American Airlines Ups Ante in JAL Fight
Jan 8, 2010
AMR Corp's American Airlines raised its offer to invest in Japan Airlines Corp. by $300 million to $1.4 billion, according to people familiar with the situation, intensifying American's battle with rival Delta Air Lines Inc. to forge a partnership with the cash-strapped Japanese carrier.
The Value of Real-Time Customer Care
Aug 12, 2009
One of the best parts of vacationing in a small town is visiting the local video store, where the proprietor--a scruffy guy who loves everything related to movies--will recommend films that he thinks you'll love. There's no scientific algorithm to his suggestions, no data analysis or statistical assessment. The owner makes his recommendations based on bits and pieces of casual conversation with customers. I was thinking about that video store as I read about the contest hosted by Netflix, which offered a $1 million prize to anyone who could significantly improve its recommendation system and ended in July. While digital technology has made our lives more convenient in many ways, especially in the way it helps people make buying decisions, smart companies realize that there are some things even the most sophisticated digital applications can't do. Above all, they can't replace the personal touch that often helps consumers distinguish one brand from another.
Starbucks' 15th Avenue. Starbucks' TED?
Aug 3, 2009
Remember how crazy, desperate United and Delta got when JetBlue started making cheap flights cool? With those nutty flight attendants' ad libs, TV in the seats and interesting snacks? They thought they couldn't compete with that tonality, so they created two new sub-brands; Song even got Kate Spade to design the uniforms. Starbuck's 15th Avenue may be the Starbucks' version of TED and Song.
Friendly Skies, Revisited
Jul 28, 2009
There was a time when airlines mimicked the hotel business, sending out their own version of concierges in airport lobbies. But lately, the airport terminal has seemed more like a test kitchen of ways to eliminate all human contact with customers.
