PassengerWise

Mobile friendly airport websites report

Michael Meloni — Fri, 06 Oct 2017 02:33:24 +0000

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 […]

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The role of airports in entertaining customers?

Michael Meloni — Tue, 30 May 2017 02:12:58 +0000

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 […]

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Jetstar is Not the World’s Worst Airline

Michael Meloni — Mon, 01 May 2017 04:35:31 +0000

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: […]

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Customers are united: United needs to change

Michael Meloni — Wed, 12 Apr 2017 02:02:43 +0000

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 […]

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

Michael Meloni — Wed, 29 Mar 2017 22:52:06 +0000

A couple of months ago I had a extremely poor 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 […]

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

Michael Meloni — Tue, 28 Mar 2017 22:37:31 +0000

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 […]

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

Michael Meloni — Thu, 16 Feb 2017 23:36:24 +0000

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 […]

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

Michael Meloni — Thu, 16 Feb 2017 22:40:15 +0000

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 […]

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Airport and airline live streaming on social media

Michael Meloni — Tue, 24 Jan 2017 04:03:47 +0000

As of 2017, Facebook, Twitter and Instagram all allow users to live stream video content. It’s simple: Open the app, click stream and you’re connected with your followers. Each are notified that you’re live and will see and hear whatever you point your phone at. If you’re an airport or airline with hundreds, thousands or […]

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2016 airline and airport Christmas marketing: Who did it best?

Michael Meloni — Tue, 20 Dec 2016 00:53:26 +0000

If there’s one time of the year that lends itself to aviation marketing and lots of goodwill, it’s Christmas. 2016 has been no exception. Here’s a look at what international airlines and airports did this festive season to make the lives of their customers or those less fortunate a little brighter. On the ground: Changi […]

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