Skip to content

Posts from the ‘Facebook’ Category

Paying for miles with your privacy.

March 28th, 2014

Drs. Andor Demarteau

Over the last several years, commercial companies have increasingly found social media as a new platform to strengthen their brands and give away perks, or at least pretend you have the chance of winning something.

Increasingly, these actions also seem to attract people towards social media. Because if you don’t have an account on Facebook or Twitter (the latter to a lesser percentage of usage), you simply cannot take part in the newest sweepstakes of your “favoured” brand.

I shall now look at two very different ways that airlines are making use of your social habits and profiles: KLM’s Meet & Seat program, and American Airlines’ current AAdvantage Passport Challenge promotion.

KLM: Meet & Seat

This KLM initiative is aimed at passengers who travel alone, and interested in sitting (or being seated) next to another passenger with similar interests for a particular flight. The idea is to share bits of your social media profile, from either a Facebook or LinkedIn account, so that other passengers, also choosing to share, can find a seat near a fellow passenger having similar interests and who is travelling to the same destination (for example, a conference or business meeting).

No perks, no costs. More importantly, the relevant data is removed from KLM’s systems 48 hours after the flight’s departure. Why 48 hours, and not directly after wheels-up, is a bit of a mystery. But at least there seems to be no harm done here (or is there?)

American Airlines: AAdvantage Passport Challenge

Another way of using social media, according to American Airlines, is to ask its frequent flyers to engage in a bit of fun…

Playing games relating to brand knowledge, and copying the correct answers from several blog posts on the Internet, will earn you 700 miles. A bit of fun for free frequent flyer currency — sounds okay…

At the same time, it attempts to get users to sell their own privacy (and their friends’ too) for a measly 350 bonus miles!

But the most miles earnable, rightly enough, is by flying with American Airlines, US Airways or one of their oneworld partners. Apparently, you can earn up to 500 bonus miles per flight taken, with bonuses possibly summing to over 9,000 miles depending on the number of achievements unlocked.

So if you fly often enough within the two months this program runs, sell your own and (possibly) your friends’ privacy, and play some games on which the answers can be found with a simple google, you could probably earn up to half a ticket or so. A Facebook account is a mandatory part of this deal.

But are those miles really for free?

Depends how you interpret this particular terms-and-conditions clause from AA’s web site:

12. USE OF DATA.  Sponsor will be collecting personal data about participants online, in accordance with its privacy policy.  Please review the Sponsor’s privacy policy at www.aa.com/privacy.  By participating in the Promotion, entrants hereby agree to Sponsor’s collection and usage of their personal information and acknowledge that they have read and accepted Sponsor’s privacy policy.

But is American Airlines the only “sponsor” profiting here?

Only the sun rises for free…

At least that is the lesson I was taught all the time as a kid.

Nothing ever comes for free, except the rising sun every day.

Ask yourself this the next time your favourite airlines tempts you to share personal information with them for some miles, or an interesting flight companion:

“What is the actual costs for me, my personal life and my privacy?”

Or have we already gone down this path too far, where privacy has become a commodity good only available to those who really care or can afford it?

The will of transparency.

February 25th, 2014

Kinny Cheng

Inevitably, this will become a trend that corporations will need to follow.

The reason is simple: people demand straight answers.

And how can they? Simple — through social media, and especially for those who have access to it anywhere and anytime (we have the scaling economies of smartphone makers and greater accessibility to mobile data and Wi-Fi to thank for that!)

In the age of social media, drumming up a press release or announcement and simply making that publicly available on a web site will no longer cut it.

Instead, company representatives responsible for dealing with the public will now have to take a spread-of-gunfire worth of ad-hoc questions, and provide adequate answers in a timely and appropriate manner — ideally, concise one-to-two-sentence answers that’s easily understood by the generally-inquisitive laymen.

As always, the key with social media is to engage and interact. Even in cases like these, it’s important to maintain virtual composure in getting the message across.

The Asiana Airlines Flight 214 incident

As Mary Kirby, of Runway Girl fame, noted in her recent write-up:

Last year in the aftermath of the Asiana Flight 214 crash, when it became evident that economy class seats had collapsed on each other and left the tracks; and evacuation slides had deployed inside the cabin, pinning two flight attendants, some journalists ran into roadblocks when trying to cover the Boeing 777-200ER accident.

Who manufactured the seats? Who manufactured the slides? The answers to these questions weren’t readily available. Why? Because there is a huge lack of transparency in the aircraft interiors world, and seat companies, slide manufacturers and other interiors providers enjoy a level of secrecy (and protection) that other parts of the airline industry can only envy.

The reason for this is simple, says a top PR representative with a major legacy airline who – somewhat ironically – asked not to be named. “The specs that we lay out in a press release [about new interiors] are all about our customer experience; the things that get into that spec are not as important as the spec itself so things like seat pitch, what the cabin configuration is going to be, the elements being updated and upgraded – those are passenger comfort and passenger conditions that are important elements from our perspective, but manufacturers have different perspectives [on disclosure],” he says.

“We don’t believe in disclosing who all our vendors are. Obviously [such disclosure] has an impact to vendors and their bottom lines. They’re free to disclose [the information] once we’ve made announcements.” Of course, few of them rarely do.

(The entire article is a good, and recommended, read.)

While this was a case for those investigative individuals wanting the whole truth, the issue of transparency was clearly an issue. The usual suspects for such lack of clarity are present: stakeholder protection (e.g. secrecy); bottom-line ambiguity; and greater flexibility in product marketing and support efforts.

When it is all business-as-usual, the above points would seemingly not matter so much because customers are only concerned about the end-product’s overall worth in dollars and cents. But when matters relating to liability, legality and compensation are brought forward, and compounded by the social media effect, the situation can become very sticky.

Arguably, and by right, the cabin product manufacturers only need to answer to Asiana Airlines on such matters. But because of the aftermath’s detailed photographic evidence, which was made public via Twitter, it makes things difficult for the airline to deal with on virtually all fronts.

It can only be beneficial for all the parties involved come crunch time if the proper efforts towards transparency were being undertaken.

The Ethiopian Airlines Flight ET702 incident

Last week, Ethiopian Airlines experienced a case of hijacking on one of its flights. The co-pilot of Flight ET702, flying from Addis Ababa to Rome, had allegedly taken control of the airborne aircraft, right after the captain left the cockpit for his lavatory break, and subsequently having the door locked behind him.

The information became public knowledge right after the aircraft transmitted a “Squawk 7500” transponder code. Initially, a handful of aviation enthusiasts spotted this, and questioned others about it over Twitter (myself included). It did not become a trending subject until a few hours later, when the aircraft had veered off its intended course and headed towards Switzerland. People who followed this closely was able to track the aircraft’s movement via either FlightRadar24 or Plane Finder (both online services offer a public, free-to-use aircraft tracking service).

Interestingly, almost none of the official news agencies had picked up the story — it was late Sunday afternoon/evening in North America, past-midnight in Europe, and early morning in Asia. News was literally being created by active Twitter users who have been sharing the details publicly as they broke.

After the aircraft was given the all-clear to touch down in Geneva, the radio transmission between the co-pilot and Geneva Airport’s air traffic control (ATC) was also made public (via LiveATC, which offers a near-live playback of such transmissions). As more details came to light via the different channels of information, people who followed the ordeal closely were able to piece the story together with a fairly good level of certainty.

By this time, Ethiopian Airlines — a company that uses social media, and is on both Facebook and Twitter — has not made any comments relating to any hijacking attempt on their aircraft. A major fail considering the rest-of-the-world has all the details of what went down, albeit unofficially.

Simpliflying, an aviation marketing consultancy, tweeted this towards the end of the Ethiopian event:

3 Rules:
1) Have an SM presence on at least FB and Twitter.
2) Set clear expectations of response times.
3) Have a crisis mgmt plan. #ET702

While I wasn’t exactly glued to Twitter the entire time of the incident, it was clear that the Ethiopian Airlines failed to utilise its social media presence to, possibly, inform the world of what was exactly happening. Only later did the airline publicise a press release on the incident, but later withdrawn (due to lack of information that the public already knew about) and re-released with minor corrections.

The lack of willingness to be (a bit more) transparent with its stakeholders, especially in a concerning case like this, and utilise the tools available to alleviate a possible public relations disaster, is counterproductive considering what could have been.

Takeaways

As the saying goes, “honesty is the best policy”.

For corporates, it is easier said than done. But at the same time, those individuals involved in public relations and communications must not use this as an excuse to bend, exaggerate or sugar-coat the message which needs to be seen or heard.

Before social media arrived, controlling the flow of information that went public was still somewhat possible. Today, if one was to try and get away with it, the consequential backlash will most certainly be a given, measured by the (im)proper actions that proceed the situation warranting it.

I am a strong believer in transparency, even in situations where it can seem extremely difficult to reach out to the general public and (most likely) hurt the corporate image. For every situation, there is a way. No one scenario is ever the same. But beginning with the right concept of tackling the issue is a good start.

Again, what most people do not understand is that corporate communication in the social media world is a two-way highway — that is, heavy and fast-paced engagement and interaction.

Become an airport VIP through Facebook…

June 1st, 2013

Kinny Cheng

Airport World Magazine:

Eindhoven Airport has become the first airport in the world to integrate Facebook in the passenger journey.
Customer’s can sign up to Eindhoven’s Facebook VIP scheme when they ‘like’ the airport on the social networking website.

[…]

The advantages of the VIP programme are:

– Free parking at the entrance of the terminal
– Personal accompaniment
– Free breakfast, lunch or dinner
– Fast track security

Sweet!

(That is, if you use Facebook.)

But how about the sustainability of such a programme? What real benefits are gained (by the airport) through the offering of such services to select Facebook users, which are chosen at random?

Perks are always good for the end-user. But I don’t see any true value being translated for the airport in question, apart from the possibly-greater customer satisfaction that’s being attributed by the benefits being made available.

It doesn’t read as an effective customer engagement scheme, to be honest.

Computers cripple AA, social media saves the day?

April 22nd, 2013

Kinny Cheng

Michael Sebastian, PR Daily:

As the airline suffered a nationwide computer outage on Tuesday, social media became the go-to source for information on the carrier’s progress. The company tweeted updates about the outage, and responded to voluminous tweets from customers, resolving issues and wishing passengers safe travels.

Social media saves the day again for American Airlines — considering how Facebook and Twitter are now two well-established ways of getting the message (or news) out there.

According to the article (a good quick-read), the situation at some locations wasn’t perfect, specifically relating to inconsistent messages on situational updates. Granted that everyone involved should be singing the same tune, there would surely be loose ends.

Hopefully, experiences over time will bring improvements to such procedures.

I have personally found American Airlines’ Twitter account to take on a rather robotic personality — one that I very much dislike because of its seemingly inferior nature come conversation and engagement. But this time round, AA may have actually proven itself to be worthy of some praise…

Finnair joins the social seating game

March 14th, 2013

Kinny Cheng

Straight from the Finnair press release:

Finnair has introduced a new social check-in service, which allows the passengers to link their  Facebook profile with the seat map. When doing so, other passengers can see the passenger’s Facebook profile and the passenger can see who else has checked in on the same flight and where they are seated.

Sounds familiar?

And once you’re all checked in, the user can choose to share their flight details via LinkedIn, Twitter, or even Sina Weibo.

Towards the end, it notes this:

In the first phase the service only includes Facebook but more social networks will be added later.

Not entirely sure what this means. But time will tell.

%d bloggers like this: