3140 Ch. 11

What is one way airlines like WestJet and Ryanair use social media to drive revenue?

What type of social media strategy should airlines concentrate on to build strong engagement with passengers?

What is the importance of transparency in airline operations through social media?

Which airline has the largest social media following?

What was the exemplary response by Michael Bishop, former chairman of British Midland Airways, to a crisis in 1989?

How did Emirates' "I Want to Fly the World" campaign stand out?

Using various technique-strategies to increase sales/profits by leveraging online platforms is known as ______.

A word-phrase preceded by the '#' symbol, is used to categorize and find related content, is called a _______.

How many friends does each engaged person on social media typically have, according to the Pew Center's study?

What is the role of the "social media person" in developing a coherent social media strategy for airlines?

What is emphasized as the most important aspect in the development of a social media campaign for airlines?

A __________ is an individual who promotes a brand and its products or services positively.

Why is private messaging becoming an important channel for customer service in airlines?

How did British Airways handle the IT system failure crisis in May 2019?

What should airlines do with their social media accounts if they do not plan to use them actively?

_______ involves strategies and actions taken by a company to navigate and resolve unexpected challenges or emergencies.

What is one of the key principles airlines should consider when designing their social media campaigns?

What is the case study "United Breaks Guitars" an example of?

What is the main reason behind the increased involvement of customer care teams in running airline social media channels

According to Professor Hamish McLean, what are some common themes shared by crises?

What was the role of Eurocontrol's Twitter account during the Ash Cloud Crisis?

How do airlines foster their presence on social media?

What social listening strategy does KLM use to turn social customer service into revenue?

What is the main lesson learned from the case of Dr. David Dao being dragged out of United Express Flight 3411?

What significant event is mentioned in the text that negatively affected an airline's reputation through social media?

What are the three common characteristics of crises in the air transport industry, according to Marco Serusi?

Why should airlines check content for grammar, spelling, and punctuation errors before publishing it on social media?

How is a crisis defined in an airline perspective?

In which three areas were airline campaigns successful to get passengers back onboard post-pandemic?

According to Dave Evans, what is the misconception about establishing a presence on social media for airlines?

Which airline author Siobhán Creaton mentions as an example of conquering Europe through the internet?

What is the potential of social media for revenue generation for airlines?

What role does social media play in helping airlines engage with passengers and potential prospects?

What is the primary focus of airlines when they use social media platforms?

Why is it important for airlines to monitor social media channels constantly?

According to Bill Marriott, what is the future outlook for social media in business?

What is the importance of identifying the type of crisis during a crisis management process?

What is the key lesson from Malaysia Airlines' response to the loss of flights MH370 and MH17?

Why is social media considered an ideal tool for handling crisis situations in the airline industry?

According to Max Kingsley-Jones, what is the challenge in making money through social media for airlines?

What was the outcome of Iberia's implementation of the WhatsApp Business API?

Providing assistance/addressing customer inquiries/issues on platforms like Twitter/Facebook is a key aspect of _______.

What lesson can be learned from Hong Kong Airlines' response to the accidental low fare promotion?

How can airlines benefit from having a sense of community with their passengers through social media?

Why did Iberia implement the WhatsApp Business API during the COVID-19 outbreak?

How did Dave Carroll, the musician in the "United Breaks Guitars" case, respond to the damage to his guitar?

What is one of the intangible pay-offs airlines get from their social media presence?

What was the focus of Saudia's campaign?

What is the consequence of creating social media accounts that are not used actively by airlines?

What did Hong Kong Airlines do when they accidentally promoted a very low business-class airfare?

How can social media be defined in general terms?

How did Singapore Airlines lift the anxieties of travel off passengers' minds in its "Elevated Experience" campaign?

How can social media help airlines reduce costs in customer care?

What is the primary objective of airlines' presence on social media to build a relationship with passengers?