About & Corporate. Press Centre.
Latest new from London City Airport

London City Airport ‘Likes’ Facebook and Twitter leadership status

Use of social media channels positively impacts customer satisfaction

 

London City Airport’s use of social media as both a customer service and commercial tool has resulted in a loyal customer base that is three times more likely to engage using Twitter and Facebook when compared with other UK and European airports.

The most recent customer satisfaction scores at have been at an all-time high, with a rating of 8.7 out of 10,  higher than at any other London-based airport, and London City Airport’s strategic use of social media is seen as an important contributor to this rating.

A continuous and consistent response to customers’ online questions and concerns has resulted in a year on year increase of followers and fans and social media is now a key tool for keeping London City Airport customers informed and up to date with their travel plans.

London City Airport far outranks Heathrow, Gatwick and Stansted when measuring customer engagement through the use of Twitter and Facebook. Looking at Twitter followers per million passengers when comparing London City Airport to Heathrow for example, clearly demonstrates London City Airport’s leadership status:

In addition, London City Airport also took pole position in a recent report published by the Airports Council International (ACI) Europe. The report listed London City Airport as #1 when comparing airport rankings to twitter rankings, beating all other UK competitors as well as European counterparts.

Matthew Hall, Chief Commercial Officer, London City Airport comments: “Social media has transformed the way the Airport communicates and interacts with customers over the past two years and we are delighted to be recognised as the leading European airport in this field. The E-Commerce team work tirelessly to communicate with our passengers through the channels of Twitter and Facebook and I applaud their efforts, which are obviously not going unnoticed.”

London City Airport has also recently launched a useful Twitter tool, allowing tweeters to get instant information regarding the status of their flight.

Exclusively for London City Airport passengers, this innovative feed allows passengers to get real time details regarding their flight, straight to their mobile or computer. Tweeters need only to type in #flight number to get the status of a flight arriving into or departing from London City Airport. As any change to flight time is updated every 60 seconds, passengers can rest assured that they are receiving the most current and up-to-date information. 

Editors note

- @londoncityairport is the official Twitter account for London City Airport

@lcyflightinfo is the official flight status account for London City Airport

- The ACI Europe report is entitled, “Airports 2.0: How European Airports are Embracing Social Media”. The data used is based on ACI Europe member airports which had links to either Facebook or Twitter accounts on the main page of their websites on 19 April 2011. This covered 60 individual social media presences, representing both airports and airport groups, in a range of European countries, but with the UK and Germany particularly represented, closely followed by France and Portugal.

- For more information please see www.aci-europe.org

- @photovince - Got a personal response on my comments to @LondonCityAir - now that's how customer service should use twitter :-)

- @elsie_em - Whoever tweets for @LondonCityAir goes way beyond the call of duty in helpfulness. It's enough to make you never fly from anywhere else.

Further information

Anne-Marie Buckley

Public Relations, London City Airport

Tel: 0207 6460132 / 07584 706047

Email: Anne-Marie.Buckley@londoncityairport.com

Search

LCY Tweets

Get your very own London City Airport calendar, all proceeds go to @RichardHouseCH buy here http://t.co/Jb3jYDaZkc http://t.co/knIrcEAbSn
Staying in London this weekend? Check out our insiders 24hr guide on things to do in the city http://t.co/jPxVkqxaGx http://t.co/bB0UW23OYK
@davemc_exile Glad you had a great experience with us!
@BenMurphyF1 @RichardHouseCH Apologies will sort that now, thanks for spotting.
@MilesLanham No problem, have a good trip.
@MilesLanham Thanks, we'll pass this on now.
@MilesLanham Sorry to read this, can you let us know which toilets you are referring to and we can look into this asap? Thanks.
Happy Friday! Who's jetting out of LCY today for a weekend getaway?
@KirstyAustin3 Is there anything we can help with?
@Andy4162 thanks for your comments, this is something we're looking into. Apologies if you've not had a great experience today.
Who would you most like to find sitting next to you on a flight?
@RossBROFIT Have a great journey back!
If you're attending #FITUR2015 be sure to stop by stand 4B29 Hall 4 to see our team #FlyLCY http://t.co/DRTHJTzb1R
@sophiellong Have a great flight!
@Marcosc2002 Is there anything we can help with?
Book a city break with a difference for #Valentinesday with our top 10 unusual romantic getaways http://t.co/DYZsmHUToK
RT @flybe: Meet @flybe at @btshowlondon - Olympia 25/26 Feb. Visit stand B250 to discuss your business travel requirements. #btshow @london
We’re late to the party But what great tweets are these Thanks for your love The fabulous @MarianKeyes
Tomorrow we'll be at #FITUR2015 be sure to stop by if you're attending. http://t.co/Hkc41FiLt1
@MarianKeyes Any comments on how we can improve would be greatly received!
Follow Us Facebook Twitter Twitter icon Google+ YouTube icon Youtube

Sign up. For news on competitions, new routes and articles. Be the first to know with our newsletter.

Car parking pre-book online.

Save up to 60% >

Book your holiday.

Click here now >

London City Airport

See all destinations >.

Sign up. For news on competitions, new routes and articles. Be the first to know with our newsletter:
Submit >