Airlines in India

How will we go about it?

Aviation Sector in India:the present and the future

What are airlines doing abroad on social media?

The Right? The Wrong?What we think and what should they do?

Over 60 international airlines and around 12 domestic airlines

Compound Annual Growth Rate – 18%

454 airports and airstrips

16 International airports

Hyderabad International Airport amongst top 5 in the World!

- Airport Service Quality (ASQ) passenger survey

Aviation Sector in India

2118.2

17.7

15.7

13.2 8

5.9 0.3

KingfisherJet AirwaysNACIL (I)IndiGoSpiceJetJetLiteGo AirParamount Jan-May

May

0

5

10

15

20

25

17.334

3.993

21.138

4.85599999999999 2009

2010

- Directorate General of Civil Aviation

Passengers carried by scheduled domestic airlines (in million)

Market Share of Scheduled Domestic Airlines

Create infrastructure to handle 280 million passengers by 2020 - Vision 2020 Statement – Ministry of Civil Aviation

Investment opportunities of US$ 110 billion up to 2020 – US$ 80 billion in aircrafts- Investment Commission of India

Domestic air passengers grew 7.68% in 2009 at 44.513 million to 41.271 million in 2008 outperforming world airline passenger traffic which fell 3.1% in 2009

- Ministry of Civil Aviation and International Civil Aviation Organization

Photograph of the new Terminal 3 at New Delhi

The Future

Why do w

e care?

Airlines abroad are using social media and have attracted great number of followers!

Customer ServiceOnline Reputation M

anagementPromotional Offers

Building Relationships

Travel Videos

3 million video views!

260,000 fans!

90,000 followers!

5,000 picture uploads!

Virgin America

Integration of Social Media on the Website

Virgin’s Face book page integrates flight searches and status checks

Virgin engages its followers in interactive conversations- builds a connect with them

Virgin’s Youtube channel features interviews with “Fly Girls”, safety videos, online promos , launch parties!

Almost 140,000 channel views

Over 1.4 million upload views

1800 subscribers

JetBlue Airways

264,000 fans

Publicize blog articles, special offers, in-flight services

5,850 uploads

Photographs of JetBlue aircrafts taken by passengers

“JetBlue” – 1.6 million followers!

“JetBlueCheeps” – 60,000 followers

JetBlueCheeps tweets last minute flights every Tuesday at great prices!

18,500 channel views; 534,000 upload views!

Videos about experiences on JetBlue aircrafts and activities

undertaken by the airline

Delta Airlines

Welcome to Delta's official Facebook page! We're posting travelupdates , promotions and of course, new routes all summer long. Where do you want to go next? Find all the new routes here: http://bit.ly/cPc1hc

Delta’s opening post on its Facebook page

Delta has largely used its fan page to promote their involvement in New York baseball

Delta manages 2 Twitter profiles, one exclusively to assist passengers flying Delta Airlines!

Delta’s Youtube channel has a host of videos ranging from airline

initiatives to in-flight services to travel guides.

The in-flight safety video has 1.76 million views!

Delta’s blog is updated regularly about everything in airlines from food to airports to their services and events. They’ve been up since August 2007!

The first post on the blog

What is happening in India?

Kingfisher3,940

followers

Jet Airways,SpiceJet

AndAir India also

present.

Jet Airways 9,734Fans

Kingfisher,SpiceJet

also present.

SpiceJet 7,191 Views

Jet Airways584

Views

Realized potential of social media as a branding opportunity

Conversing with customers and connecting with them

Using platforms innovatively to do customer service

Diversifying content on their pages to enrich experiences of users

What are they Doing right?

• Airlines are still using social media pages like a hoarding

• Need to interact with people, converse and build a rapport

• Involve people in deciding new features on the airline. At least make it seem so

• Run updates which will invite suggestions because people have opinions and they appreciate it if it is valued

• Offer more features on pages like tweet about different places to travel, upload videos of top holiday destinations, in-flight exclusive services

What is wrong?

Screenshots of unhappy passengers – perfect opportunity for airline representatives to pacify them

Customers are present on various platforms. Converse with them!

Flyers likely to forgive delays and other unpleasant experiences if airline

interacts with them consistently and personally.

Official pages act as outlet for unhappy customers to prevent

them from bad mouthing brands in the offline world

Use social media as a genuine branding platform

Airlines should have official social media presence

Building Associations with people on social media along with great flight

experiences will result in greater brand loyalty

What you should do?

Thank You!

Contact Us:Rajiv Dingra

Website : www.watconsult.comMobile : +91 9820761167 |Office : +9122 65166429

Mail : rajiv@watconsult.com