Airports today have gotten a completely changed look. gone are those days when passengers had to look at each other's faces until their flights were ready to board. Today, the airports look more like a shopping mall. This change has been brought about to make the passengers more comfortable, welcome and to keep them engaged. After all a pleasant journey begins at the airport!

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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 LondonGatwick 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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