According to the latest survey on airlines performance – “India Airline Experience Survey 2013” carried out by travel portal TripAdvisor, only 21 percent respondents said they follow airlines on any social media. Those who followed liked to follow Jet Airways, Indigo and Spice Jet.
The survey carried out on over 2,500 respondents, found that despite an increase in number of smartphone users in India, only 23 percent respondents had the app of an airline on their mobile. Among app users, checking flight options and status were the two most popular functions followed by web check-in. The number of flyers using web check-in facilities also witnessed a marginal dip as compared to last year.
Some of the other worth noting insights shared by the report, reported by Financial Express is listed below:
1. Around 76 percent air travellers indicated they used web check-in facility “sometimes” or “always” as compared to 80 percent last year.
2. IndiGo, which is the market leader, trumped Jet Airways as the most preferred domestic airline by a distinct margin this year as compared to last year.
3. The survey also found that national carrier Air India continues its legacy as least favourite domestic airline for third year in a row.
4. Among the international carriers, travellers voted Dubai-based Emirates as the best international airline on all parameters, third year in a row followed by Singapore airlines and Lufthansa.
5. Among the new entrants, TATA-Singapore Airlines and AirAsia, 53 percent Indian travellers said they would prefer to fly TATA-SIA airways before they try Air Asia.
Recently another airlines report co-authored by air-transport specialists at SITA and CAPA – which focuses on research and analysis in the aviation sector – stated that over the next three years, 70% of the airlines will use social media to reach out to passengers and offer services. It also said that social media along with mobile will play a vital role in how airports enhance their engagement with passengers, particularly during periods of disruption.
Clearly airline businesses will have to work more effectively to connect with customers over social media. Especially at a time when nearly 50 percent of the respondents thought domestic airlines were not transparent about all the costs while booking a flight, like cost of meal and extra baggage costs, compared with 42 percent last year.