Airport turns to social media to improve customer experience

Birmingham Airport has turned to social media to try and improve the airport experience for travellers.

Twitter users travelling to and from the airport can now receive real time flight updates to their account as part of a new service called ‘FlightSmart’.

Using the @FlyBHX handle, the new free service allows tweeters to sign up to receive regular updates on their flight – from when the check-in opens to flight departure, plus immediate notifications of any cancellations or delays.

David Winstanley, the airport’s Chief Operating Officer, said: “This new innovative service gives (passengers) the information they want in the way they want to receive it.

“FlightSmart allows passengers to enjoy their time at the airport, making the most of the facilities, rather than constantly looking at the flight screens. It will also allow friends and loved ones to track flight statuses and we hope to be able to roll the service out through other social media channels in the very near future.”

Travellers will be able to sign up via the airport’s website or personal Twitter account. In addition to receiving flight information, other messages will be issued by the airport highlighting important information and commercial offers.

The service is offered by Cork-based technology company, TIC, and is only currently available in two other smaller UK airports as well as airports in the United States, Australia and the Middle East.

TIC founder and CEO, Paul Brugger, said: “Birmingham Airport is very special to me as it was my local airport prior to moving to Cork. It’s an airport I’ve used numerous times and one I know well as a passenger.

“I’m delighted Birmingham has chosen BizTweet to provide passengers with real time personalised information direct to their mobile devices.”

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