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NEWS Last modified on October 4, 2011

London City Airport's use of social media boosts customer loyalty



London City Airport claims that its use of social media has resulted in a loyal customer base that is three times more likely to engage with it using Twitter and Facebook when compared with other UK and European airports.



London City Airport claims that its use of social media has resulted in a loyal customer base that is three times more likely to engage with it using Twitter and Facebook when compared with other UK and European airports.

Most recent customer satisfaction scores at have been at an all-time high, with a rating of 8.7 out of 10,  higher than at any other London-area airport, and London City Airport’s strategic use of social media is seen as an important contributor to this rating.

A continuous and consistent response to customers’ online questions and concerns has resulted in a year on year increase of followers and fans and social media is now a key tool for keeping London City Airport (LCY) customers informed and up to date with their travel plans.

London City Airport also took pole position in a recent report published by the Airports Council International (ACI) Europe.

The report listed London City Airport as No. 1 when comparing airport rankings to twitter rankings, beating all other UK and European competitors.

Matthew Hall, chief commercial officer, London City Airport comments: “Social media has transformed the way the airport communicates and has interacted with customers over the past two years. We are delighted to be recognised as the leading European airport in this field. 

"The E-Commerce team work tirelessly to communicate with our passengers through the channels of Twitter and Facebook and I applaud their efforts, which are obviously not going unnoticed.”

London City Airport has also recently launched a useful Twitter tool, allowing tweeters to get instant information regarding the status of their flight.

Exclusively for London City Airport passengers, this innovative feed allows passengers to get real time details regarding their flight, straight to their mobile or computer. 

Tweeters need only to type in #flight number to get the status of a flight arriving into or departing from London City Airport. 

As any change to flight time is updated every 60 seconds, passengers can rest assured that they are receiving the most current and up-to-date information.

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