News. Media Centre.
Latest news from London City Airport

London City Airport ‘Likes’ Facebook and Twitter leadership status

03/10/2011

Use of social media channels positively impacts customer satisfaction

 

London City Airport’s use of social media as both a customer service and commercial tool has resulted in a loyal customer base that is three times more likely to engage using Twitter and Facebook when compared with other UK and European airports.

The 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-based 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 customers informed and up to date with their travel plans.

London City Airport far outranks Heathrow, Gatwick and Stansted when measuring customer engagement through the use of Twitter and Facebook. Looking at Twitter followers per million passengers when comparing London City Airport to Heathrow for example, clearly demonstrates London City Airport’s leadership status:

In addition, 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 #1 when comparing airport rankings to twitter rankings, beating all other UK competitors as well as European counterparts.

Matthew Hall, Chief Commercial Officer, London City Airport comments: “Social media has transformed the way the Airport communicates and interacts with customers over the past two years and 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. 

Editors note

- @londoncityairport is the official Twitter account for London City Airport

@lcyflightinfo is the official flight status account for London City Airport

- The ACI Europe report is entitled, “Airports 2.0: How European Airports are Embracing Social Media”. The data used is based on ACI Europe member airports which had links to either Facebook or Twitter accounts on the main page of their websites on 19 April 2011. This covered 60 individual social media presences, representing both airports and airport groups, in a range of European countries, but with the UK and Germany particularly represented, closely followed by France and Portugal.

- For more information please see www.aci-europe.org

- @photovince - Got a personal response on my comments to @LondonCityAir - now that's how customer service should use twitter :-)

- @elsie_em - Whoever tweets for @LondonCityAir goes way beyond the call of duty in helpfulness. It's enough to make you never fly from anywhere else.

Further information

Anne-Marie Buckley

Public Relations, London City Airport

Tel: 0207 6460132 / 07584 706047

Email: Anne-Marie.Buckley@londoncityairport.com

Search news stories

Get in touch.

For more on media relations.

For enquiries regarding specific flights, routes or aircraft please contact the airline directly.

Picture of Jeremy

Jeremy Probert
Corporate Communications Director

Tel: +44 (0)20 7646 0132

Email Jeremy directly >

Picture of Charlotte

Charlotte Beeching
External Communications Manager

Tel: +44 (0)20 7646 0132

Email Charlotte directly >

Out of hours urgent media enquiries only: 07747 103 884 / 07798 708 163

Please note - the press office does not deal with marketing, advertising or sponsorship. Please contact the switchboard on 0207 646 0000/88 and ask for the relevant department.

LCY Tweets

@markbfc Thanks for the feedback, we do have a wide range of concessions within the airport with a variety of pricing available.
RT @TravelexUK: Our #HappyHour at http://t.co/OF2onVnRLf has just started - order before 1pm to get an extra-special rate on all currencies
@DFlyingsalesman There sure is, next to the Newham council building you can get a great view.
@PeterToFly Great, what kind of training?
Where are you travelling to this week? #TakeOffTuesdays http://t.co/kF3Dc1ajJA
@svegii Sorry to read this, is there anything we can help with?
@Cyn_B_ This isn't something we have at the moment.
Amsterdam is home to some of the finest restaurants. Discover the night-life for yourself by booking a #citybreak http://t.co/q0n63KXsz3
@Business_Kinlan See what you did there, not sure it will catch on...
@mrmarcburden You can access the consultation via http://t.co/AsxOxwWLia
Delighted to be announced as UK's most punctual airport and airport with shortest average delay by @UK_CAA today!
The £ is currently at a 2 year high against the Euro, if you're flying from LCY don't forget to change your money @TravelexUK before you fly
@willdesu Could you please DM us with your email address, thanks.
@TToplis1 Great, have a good trip!
@essross Apologies for this, will certainly pass your feedback on to the team.
@jetsetjaney Best to get in touch with your airline on this one, you can find contact details here http://t.co/AvhFR0TDE6
Good morning, let us know if you're travelling through today.
@willdesu Apologise for the delay, we'll look into this for you.
@Harlexyrocks Please get in touch with your airline for further information, you can find contact details here http://t.co/AvhFR0TDE6
@mahtin Thanks for letting us know, we'll pass this on to the team.
Follow Us Facebook Twitter Twitter icon Google+ YouTube icon Youtube

Sign up. For news on competitions, new routes and articles. Be the first to know with our newsletter.

Car parking pre-book online.

Save up to 60% >

Book your holiday.

Click here now >

London City Airport

Find out more >.

Sign up. For news on competitions, new routes and articles. Be the first to know with our newsletter:
Submit >