Airports (Like Carriers) Use Twitter to Ease Travelers’ Concerns
“They want to make sure the passenger feels his or her time
and money is well spent,” said Henry Harteveldt, a travel industry analyst at Atmosphere Travel Group.
Samantha Aguilar, a corporate travel manager in Phoenix, said social media makes her job easier
by enabling her to anticipate problems for employees flying into Phoenix Sky Harbor.
With airplanes often filled almost to the brim and air travel increasingly unpredictable,
airports have begun using social media to communicate with passengers.
“Instead of giant screens and inaudible public address systems, the airports are presenting information in
a much friendlier way,” said Paul Tumpowsky, chief executive of Skylark, a travel agency in New York.