London City Airport implemented BizTweet on the 19th July 2015. Since that date, in less than twelve weeks, they have sent over 10,000 tweets. The volume itself isn’t too important, it’s about the technology behind the account and the additional customer service this offers their passengers.
The account is active 24/7 365 days of the year providing passengers with information whenever they need it.
The account analyzes the passenger data and sends different messages to passengers who are departing compared to arrivals. The airport are able to define the content of the message and the segmentation of the messages. The importance of this is that the content is relevant (personalised) to passenger.
The account provides real-time updates so the passenger is updates the same time as the airport display screens, website and all other channels.
The first 10,000 has provided us and London City Airport with some great feedback:
