Heathrow Airport.

Travel Skift analyses the social media presence of airports and in particular Heathrow:
"Outside of the usual logistical questions, airports have taken the opportunity to engage passengers on a more personal level. The best Twitter accounts don’t wait for flyers to mention them, but seek out travelers via search.

"Head of Passenger Communications at Heathrow, Marc Ellams, calls it the “surprise and delight” element: “We have also shifted from being predominantly customer service/crisis focused to producing more engaging content to improve passenger experience.”
As we've discussed before, social media done well takes time and personnel but pays dividends and the best examples are from companies who are prepared to make it the employee's only duty, as important in this age as telephone and face to face contact.

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