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 Andrew

Andrew Scott
PR Manager

Tel: +44 (0)203 203 2497

Email Andrew directly >
Picture of Charlotte

Charlotte Beeching
Corporate Communications Director

Tel: +44 (0)207 646 0132

Email Charlotte directly >

Out of hours urgent media enquiries only: 07801 579 273 / 07747 103 884

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

@mrsluckman Sorry for the poor experience, we are working on bringing you more space in the coming months
@ASChaigneau We apologise, we are working on bringing you more space in the coming months.
@super_marek Sorry to read this, we're working on bringing you more space. Are you able to DM us with more info?
Good evening from LCY, let us know if you're flying through this bank holiday weekend #FlyLCY https://t.co/FPK0jw9oYu
@marielorimer Afternoon, did you mention to a member of staff? They would be happy to make changes if you're unhappy with your dish.
Another day with every kind of weather here at LCY, but at least today there's a rainbow! ☔️☀️❄️ https://t.co/DQ8uM2O0YD
@Don_R_Kebab Great shot!
@LiamFassam It's a bit grey over LCY at the moment isn't it?!
You can fly to Jersey from LCY with @BlueIslands on one of their 14 flights a week. Book now https://t.co/LCGNikK8Fe https://t.co/xEn4yDZXYi
Did you #guesstheplace it was Rome! @Alitalia fly from LCY once a day, book now https://t.co/xhHUy5brR8 https://t.co/MPNykly4g6
Good morning from LCY, let us know if you're flying off for the bank holiday weekend! #FridayFeeling https://t.co/RJCscGuVgl
@starryblackness Excellent we'll pass this on, did you happen to catch her name? Or could you let us know roughly the time you were there?
@stevemalaga Have a great flight!
@perevod1 Give BA a call on 0844 493 0787
@perevod1 unfortunately no keys handed in, we'll let you know if they turn up.
@Blueminiman We apologise for the poor experience with us and ask you to bear with us whilst we work to improve.
@Blueminiman Sorry to read this, we are working on bringing you more space with 600+ new seats coming soon.
@perevod1 We'll check with the team
RT @Labbetts: I spotted the apocalyptic cloud whilst landing at @LondonCityAir last night #Heathrow #lightning @standardnews https://t.co/v…
@Labbetts Wow what a shot!
Follow Us Facebook Twitter YouTube icon Youtube instagram icon Instagram

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

Parking

Car parking pre-book online.

Save up to 60% >

Holiday

Book your holiday.

Click here now >

LCY icon

London City Airport

See all destinations >.

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