Following our story yesterday, How good are airlines at marketing communications in a crisis?,we came across this story on Swiss newspaper site Bazonline about how Swiss Air is dealing with the crisis.

swissairThey seem to doing quite well actually, employing the power of social media in order to communicate with disgruntled passengers that are fed up with having to wait for up to two hours on the phone to speak to a representative.

Reports out early this morning suggest that a new ash cloud could further delay the opening of airspace over the EU. But others say that airports will open this morning – the influx of information from all European countries and various news outlets means that passengers are relying on their chosen airlines to update them with correct and up-to-the-minute information.

Swiss Air is delivering updates via its Facebook page – and at the same time winning praise from passengers. 

The Facebook page of the airline has transformed itself in the last couple of days from a marketing and advertising platform to a “Helping Hand Service”. Read the rest of this entry »