Interactive Media: Communication is key

James Colman, Corporate Affairs and Sustainability Director at Gatwick Airport, provides an overview of how the airport is using social media as a tool to connect with its passengers

More and more of our passengers are online and active on social media. It’s no secret that social media is often the quickest way to find out news – we all know that stories break on Twitter long before we hear about them on television or radio.

Increasingly, social media is becoming the preferred customer service tool, not just in the airport industry, but across the retail, hospitality and food and drink industries as well. Savvy customers know that if they’re not happy with service standards, making noise on Twitter or Facebook is an easy way to grab attention at the most senior level of an organisation, or failing that a good way to get media recognition. Brands ignore social media’s power as a customer service channel at their peril.

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