Social Media Customer Experience Management for a leading European Airline

amit3076 Case Studies

Social has become a crucial platform to understand traveler/guests’ sentiments and respond to them with relevant & timely information, content and support. IGT social media services includes end-to-end multi-channel management of the traveler’s social journey from custom engagement strategies to content management, customer support to analytics, and crisis communications to AI-enabled solutions like chatbot.

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About the Client
A leading European Airline having 120 aircrafts flying to 145 destinations worldwide.

Solution Areas

  • Social Media Campaigns
  • Fares & Ticketing
  • New Bookings
  • Flight Information
  • PNR Re-booking & Servicing
  • Baggage Tracing
  • IROPS Management
  • Loyalty Management
  • Alliances Partner Network
  • Complaints and Customer Care


  • Create and manage a global, multi-lingual social media service for listening, monitoring & managing the customer conversations across social media channels
  • Improve CSAT through effective and efficient communication & faster response time for issue resolution


  • Managing large volume of customer queries during disruptions and contingency situations
  • Delay in response time for the customers
  • Increased DSAT
  • Lack of revenue generation from social channels


  • Creation of 24×7 Social Media Hub to enable effective social customer engagement with capability in 20+ international languages
  • Team of 250+ highly qualified social media representatives, cross-skilled across Amadeus, WorldTracer, Salesforce as well as online reputation and community management
  • Multi-lingual support provided from Manila, Kuala Lumpur, Dubai, Bucharest and India across 10+ social media and chat channels