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SOLUTION
Social Media at Jet Airways is not a fad or gimmick. It is a channel to interact with and help customers, all the time, every time. 
There were concerns that conversations could backfire (like with so many other airline brands) if customer grievances do not get proper responses. So we started with 100% commitment from all stakeholders to ensure that Jet Airways social media pages function as genuine customer touchpoints.
To ensure prompt replies and error-proof information, we set up a custom process back-end, involving participation from 10 different departments within Jet Airways such as Guest Relations, JetPrivilege , Engineering , Airport Services etc.

There is a separate social media monitoring cell that uses tools and technologies like FB API, Twitter API, Google Alerts & Alterian SM2 to continuously monitor and engage with customers.


Facebook Page
BRIEF
Jet Airways, India's finest airline, won the coveted Customer Brand Loyalty Award 2011 in the Domestic Commercial Airlines Sector for 4 consecutive years.

And being a company that really does value its customers, Jet Airways wanted to take customer service to the next level and explore newer ways of connecting with its guests, even though they had a well-designed and efficient website already.


INSIGHT
Jet Airways flyers are technologically savvy and have a high usage of Internet via Computers and Mobiles. Recognizing the potential of social media, we chose Facebook & Twitter as key channels to have conversations with Jet fans & customers.


RESULTS

Engage with a base of over 3 lac fans on Fb & 11k on Twitter regularly.
Social media is a full fledged customer touchpoint 
Revenue from bookings via social channels self sustaining

During the flight disruptions in March 2010 due to a volcano eruption in Iceland, a flyer stranded at Heathrow Airport found help because his wife tweeted about it. Experience Jet Airways Social Media on http://twitter.com/#!/jetairways

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