This document summarizes 10 case studies of airlines using Twitter successfully for various goals like revenue, engagement, customer service, crisis management, and loyalty. Some highlights include KLM filling a plane by challenging influencers on Twitter, Delta dedicating resources to quickly respond to customer queries on Twitter, JetBlue selling cheap last-minute tickets every Tuesday on Twitter, and Air New Zealand granting wishes to followers with its Twitter fairy account. In general, the cases illustrate how airlines can enhance their brands and business through creative and engaging use of Twitter.

1. Great examples of airlines using Twitter for building their brands and driving revenue, engagement, customer service, crisis management and loyalty. Featuring World leaders in helping airlines go social http://www.SimpliFlying.com

2. Case-study 1 KLM : “Fly2Miami”

3. KLM challenges Dutch DJ & Filmmaker to fill up a plane KLM announces that the Amsterdam-Miami route would be re-launched on Mar 27, 2011. But Dutch DJ/producer Sied van Riel and film-maker Wilco Jung replied on Twitter that this would be too late for the Spring Break events. In response KLM empowers and challenges them to fill up a plane! In return, they’d fly on an earlier date!

4. The challenge gets an unbelievable response! The DJ and Filmmaker responded with a website, Twitter account and a hugely popular #fly2miami hashtag. Goals Driven Revenue Engagement Result: On March 21, 2011, a KLM MD-11 packed with Dutch DJs, producers, promoters and other dance fans, will fly2miami!

5. Case-study 2 Delta Airlines: “@DeltaAssist”

6. Delta gets serious about customer service! Delta Airlines has a separate, dedicated Twitter channels to listen and respond to customers. What’s remarkable is the effort put into answering queries from almost everyone. They’re not even afraid to apologize!

7. “Thanks for doing the right thing, Delta!”

8. Great response rates! This is possible due to a dedicated team of about 10 people handling customer requests. A recent infographic revealed that @DeltaAssist tweets almost 64 times a day! Goals Driven Customer Service Source: http://www.flickr.com/photos/crankyflier/

9. Case-study 3 JetBlue: “Cheeps”

10. Cheap tickets sold every Tuesday morning on Twitter JetBlue sells last minute, limited-availability, cheap flights every Tuesday. Almost 205,000 people follow this account!

11. Fills up capacity, drives revenue! Not only does it help fill up capacity, it drives more user traffic to JetBlue. Goals driven Revenue

12. Case-study 4 Virgin America: “Super engagement”

13. Virgin America’s responsiveness on Twitter is legendary! Virgin America actively engages and serves customer needs via Twitter.

14. Customers love airlines that respond to them! Considering their stellar efforts, it’s no surprise that Virgin America is one of the most-loved airlines in America. Goals driven Engagement Customer Service Loyalty Source: http://amplicate.com/love/virgin-america-airlines

15. Case-study 5 AirAsia: “Runway accident managed”

16. AirAsia handles runway mishap on Twitter On Jan 10, 2011 AirAsiaflight AK5218 carrying 124 passengers and six crew members skidded off the runway. Up to four passengers sustained minor injuries. In the immediate aftermath, AirAsia’s Twitter engine was up and running to address the situation and calm nerves.

17. Calmed nerves, relayed accurate information Apart from the official account which has 117,000+ followers, the CEO, Tony Fernandez also tweeted to his 56,000+ followers. Goals driven Crisis Management Customer Service

18. Case-study 6 Eurocontrol: “Taming the Ashcloud”

19. Big daddy comes to play! Eurocontrol stole the show on Twitter even as many airlines struggled to handle the ashcloud crisis and provide decent customer service. Relevant and informative updates at frequent intervals calmed nerves.

20. Transparent and speedy information-sharing Liberally used the Twitter hashtags #euva and #ashtag to inform customers. Posted links to the latest maps of ash-flow. Goals driven Crisis Management Customer Service

21. Case-study 7 WestJet: “Winglet Wednesday”

22. WestJet wants you to share “winglet love”! Every Wednesday, WestJet asks people via their Twitter stream to submit photos of the winglets on their planes. Pro tip: A winglet is the little tip that points up on the edge of the wings. Source: http://themigratorynerd.com/2010/westjets-winglet-wednesday/

23. A creative photo-sharing endeavour People get to show off their photography skills which can then be publicly appreciated on Twitter. Goals driven Engagement

24. Case-study 8 Air New Zealand: “@AirNZFairy”

25. Do you believe in fairies? You should! The Air New Zealand Fairy grants one wish a day – “sometimes smaller, sometimes bigger” – to followers. Notable example: Helped raise more than $2000 for Leukaemia & Blood Foundations.

26. Serves people’s needs, makes them happy! Many requests for more air-points are fulfilled!

27. Users respond – and how! Goals driven Engagement Customer Service Loyalty

28. Case-study 9 Melbourne Airport: “Cheap Twitter Fares”

29. Melbourne Airport provides cheap deals on Twitter! Melbourne Airport helps travellers plan their journeys better by providing the latest deals on flights from Melbourne on their Twitter stream. Goals driven Revenue

30. Case-study 10 airBaltic: “Tweeting Plane”

31. Wouldn’t you like to follow a tweeting plane?! One of airBaltic’s Dash 8 planes is known as the Tweeting Plane. “She tweets regularly about her busy life up there in the clouds and down on the ground in Riga Airport.”

32. A wonderfully creative idea! The tweeting plane drives engagement through sharing plane trivia and other interesting links. Goals Driven Engagement

33. For more case studies, visit SimpliFlying.com World leaders in helping airlines go social http://www.SimpliFlying.com