PassengerWise Blog

Exclusive insights and tips for airport and airline marketing and digital professionals.

Airports Websites and Apps

2017 Mobile friendly airport websites report

With 60% to 80% of airport website traffic coming from people using smartphones, there has never been a more urgent time than now for airports to embrace mobile friendly web design. To find out how airports are faring I’ve again compared 100 global airports on how mobile friendly their websites are (in short: is their […]


by Michael Meloni • October 6, 2017
Airports

The role of airports in entertaining customers?

Visiting an airport is like riding a roller coaster for many passengers, even seasoned flyers, because there’s a constant rise in tension. They arrive at the terminal stressed after searching for a car park and then battle a busy check-in area only to find another queue at the check-in counters. Then it’s another queue at […]


by Michael Meloni • May 30, 2017
Airlines PR

Jetstar is Not the World’s Worst Airline

Last week Australian consumer advocacy group Choice made a lofty claim: Jetstar is the world’s worst airline. It was part of an international survey into airline customer satisfaction that was conducted by 10 different consumer organisations. Except, the Choice survey is flawed. Jetstar isn’t the worst airline in the world, perhaps not even Australia. Here’s why: […]


by Michael Meloni • May 1, 2017
Airlines PR

Customers are united: United needs to change

A bad week for United? A dreadful week? A stinking week? All of the above. Two weeks ago I wrote that United was disconnected from their customers and the community. Completely out of touch and operating in a bubble. This week the shocking footage from “#bumpgate” made it loud and clear something is broken inside […]


by Michael Meloni • April 12, 2017
Airports Technology

7 airport WiFi business models: What’s best for your airport?

A couple of months ago I had a crappy WiFi experience at a major international airport. I needed to find a Vodafone store so I jumped onto the airport’s free WiFi hoping to search their website. I handed over some mandatory personal details, endured an onslaught of vague error messages and eventually connected… only to […]


by Michael Meloni • March 29, 2017
Airlines PR

United Airlines social media disaster shows it’s time for brands to think beyond the office

United Airlines inadvertently entered a public relations storm on Twitter this week that few companies could have come out of unscathed. People were enraged about passenger dress standards and the airline was left trying to pick up the pieces with its pants down. In case you didn’t hear about it, United was accused of not […]


by Michael Meloni • March 28, 2017
Airlines Marketing

Lessons from Qantas’ WiFi trial: What marketers and project managers can learn

You’d think in-flight internet access would be an easy sell. Well not to everyday Australians. In February 2012 Qantas trialled in-flight WiFi in some of its A380 services. It was ridiculously expensive, limited to first and business, and Qantas admitted that most of their A380 services operated at night so people were asleep. Worse, customers […]


by Michael Meloni • February 16, 2017
Airlines Airports Marketing

The 2017 list of airport and airline Valentine’s Day marketing

Some airlines and airports went all out celebrating Valentine’s Day this year, while others kept it short and sweet. Heartfelt stories from travellers naturally performed well and passengers were smitten for those that dished out free chocolates. I particularly like Virgin America’s combination of social awareness and a Spotify playlist created for singles wanting to escape […]


by Michael Meloni • February 16, 2017